| Abstract [eng] |
The aim of the master's thesis is to create a model for integrating consumer service quality assessments into the management of municipal cultural institutions. The tasks of the master's thesis are: to describe the concept of service quality in the context of the management of cultural institutions, to systematize models for assessing the quality of services of cultural institutions, to create a model for integrating consumer assessments of service quality into the management of municipal cultural institutions, to examine the suitability of the theoretical model for municipalities and cultural institutions. The theoretical part uses an analysis of scientific literature in order to describe the concept of cultural service quality on an international and Lithuanian scale, to systematize models for assessing the quality of services and to create a model for integrating consumer assessments of service quality into the management of municipal cultural institutions. In the research part, the theoretical model is tested by conducting instrumental case analysis, applying the methods of document analysis and individual interviews. The collected data are analyzed using the content analysis method. The theoretical model is a scheme for integrating consumer assessments of cultural services, indicating the sequence of actions: from consumer opinion surveys conducted by the municipality and cultural institutions according to certain methodologies to the joint analysis of the results and decision-making at both the municipal and cultural institution levels, in the event of positive or negative assessments. The theoretical model reveals the necessity of cooperation between the municipality and cultural institutions. In the empirical study, the theoretical integration model is tested by analysing the actual situation of user evaluation practices, applied methodologies, and the decisions and measures adopted by municipalities and their cultural institutions. The analysis of the research results indicates that, while the model is theoretically feasible, its practical implementation would only be possible if certain conditions are met. |
