| Abstract [eng] |
The master’s thesis analyses the satisfaction of public service users as an opportunity to improve the operation of multifunctional centres. The work consists of three parts. The first part of the work examines the theoretical aspects of consumer satisfaction with public services and the improvement of the operation of multifunctional centres. Based on the analysis of the scientific literature the concepts of consumer satisfaction, public services, and multifunctional centres are discussed. The theoretical interfaces of consumer expectations and satisfaction, multifunctional centre models and typical activities are analysed together with relevant public sector service quality assessment models. The second part of the work presents the study of public service users' satisfaction with the quality of services of the multifunctional centre and the possibilities for further improvement. This part of the work validates and describes the methods used designing the survey and analysing the results, including the aspects of research ethics. The survey was prepared by adapting the statements of SERVQUAL methodology and aimed to obtain the results of users' satisfaction with the services of pre-school and pre-school education, library, culture, sports, and laundry. The open-ended questions of the survey allowed getting insights for the possible improvements of activities of the analysed multifunctional centre. The third part focuses on the analysis of the strategic plan of the multifunctional centre, its activity plans, reports, and legal acts. Other relevant documents reflecting the current state of the multifunctional centre, including its human resources, infrastructure, inter-institutional cooperation, and operational specificities of Biržai district, are presented, and discussed. The results of the conducted survey of Kirdoniai Universal Multifunctional Centre users in Biržai District served as the basis for the proposed directions of improvement for this multifunctional centre. The study identified quality gaps of current services provided by Kirdoniai Multifunctional Centre in the areas of infrastructure, human resources, inter-institutional cooperation, and service development. Based on the findings of the theoretical research and survey results recommendations for Biržai district municipality and Biržai district Kirdoniai universal multifunctional centre on the improvement of their activities were formulated. |
