| Abstract [eng] |
The Master's thesis analyses the impact of standardisation of the quality of social services in day care centres on the job satisfaction of employees. The thesis consists of five main parts. The thesis starts with an introduction, which discusses the relevance of the topic of the thesis, the scientific research of the topic and the novelty of the research. The problem question is raised - what is the impact of standardisation of the quality of social services in day-care centres on employees' job satisfaction? The aim and objectives of the paper are also outlined. The next part of the thesis consists of a theoretical overview, which presents the concept of standardisation of quality of social services, the peculiarities of the implementation and application of the EQUASS system and the aspects of job satisfaction of employees, such as its conception, its significance for the organisation and the determining factors. The interrelationship between the process of standardisation of the quality of social services and employee job satisfaction is also examined. The third part of the paper presents the methodology of the study, including the questionnaire survey method, the study population and the sampling frame. The study involved 361 employees of Lithuanian day care centres. The data obtained were analysed using descriptive statistics, Mann-Whitney U test, Kruskal-Wallis test and regression analysis. Statistical analysis of the data was carried out using SPSS software package. The results of the study confirmed the working hypotheses that the standardisation of the quality of social services has a significant positive impact on employees' job satisfaction. Clear and accessible quality standards were associated with higher levels of employee satisfaction, reduced job uncertainty and greater trust in managers. At the same time, it was found that excessive standardisation and inadequate allocation of resources can increase employee stress and reduce job satisfaction. The study also highlighted the importance of demographic factors. Key findings from the control factors revealed that older workers were more likely to value the benefits of standardisation in terms of clear structure and stability in the work environment, while younger workers placed more emphasis on the importance of autonomy and flexibility. Women were more likely to express dissatisfaction with the lack of resources to implement standards, while men stressed the importance of fairness in working conditions and remuneration. The last part of the paper concludes with practical recommendations for more effective standardisation of social services and higher staff satisfaction. It emphasises that a well-balanced standardisation is an essential tool for increasing staff motivation, organisational efficiency and service quality. |
