| Abstract [eng] |
The Master's thesis analyses service quality management in the public sector. It looks at the concept of service quality in the public sector, the stages of the service quality management process, citizen participation, the development of e-services, innovations and service standards. It analyses the problematic issues of the services provided by the Lithuanian Tax Administration Authority, the quality, accessibility and transparency of the services provided, and highlights the problem of the divergence between the public services provided by this authority and the administrative services. The object of the study is the management and improvement of the quality of services of the Lithuanian tax administration system. The aim of the work is to analyse the process of service quality management of the Lithuanian tax administration system and the factors that condition, limit and promote it, and to formulate the directions of service quality management improvement. The aim of this paper is to: 1) to analyse the theoretical aspects of service quality management in the context of new public management and global quality management theories, focusing on the stages of the service quality management process, their characteristic features and problem areas; 2) to analyse the provisions of the tax administration system management in the EU and national strategic documents; 3) to analyse the service quality management process of the Lithuanian tax administration system according to the stages of management characteristic of quality management, revealing the factors that condition, limit and promote it; 4) to formulate the directions of improvement of the service quality management of the Lithuanian tax administration system. 1) theoretical analysis of scientific literature; 2) content analysis of documents used for the analysis of empirical research data; 3) semi-structured interviews with informants. The Master's thesis consists of an introduction, theoretical, methodological and empirical parts, conclusions and recommendations. |
