| Abstract [eng] |
The research subject of the final master’s work – Application of Self-service In The Public Utilities By Using Information Technologies. The presentation of services has changed during the last twenty years. Self-service technology is defined as a technological interface, that enables to provide and consume services without direct support from personnel of service providing firm. The advantages and limitations of self-service technology, analysis of consumers‘ readiness to use technology and the quality of service models are given in the theoretical part of this paper. The communication between employee and customer is more often substituted by self-service. Self-service allows users to save time, get 24 hour service a day, 7 days a week, to pay less for services, access services regardless of its location and so on. However, you can find negative aspects of self-service, too. Sometimes self-services do not fully meet users‘ needs, there are technology gaps, lack of information and so on. The studies of the subject and the utility analysis of the current situation in Lithuania is analyzed in the academic literature review of this research. The empirical survey (questionnaire) revealed that respondents mostly use self-services because they can do it at any time, from any place and also can save money. But there are a lot of people, who are afraid of making mistakes using self – services technologies and suspect data safety. So, taking all the results into account, self-services are widespread because of new technologies, they change customers role in the service delivery process and can satisfy the public needs. The most important criteria for users for the provision of services is their quality. Quality of services constantly exploring a number of scientists who developed based on the quality of its predecessors and models, it is constantly improving. While self-service and standardized, but also their quality is difficult to assess. This is because the assessor is a key quality of the user, and the perceived service quality is a subjective factor. It depends on the user’s need, as he understands the benefits, as well as on the user’s preparedness to use the various technologies. This research paper work consists of 76 pages contained 10 pictures, 6 tables, 2 appendixes and there are used 50 references. |
