Magistro studijų baigiamasis darbas, 67 puslapiai, 20 paveikslų, 9 lentelės, 50 literatūros šaltinių, 2 priedai, lietuvių kalba. Tyrimo objektas – apskaitos konsultavimo paslaugų kokybė. Tyrimo tikslas – parengti apskaitos konsultavimo paslaugų kokybės daugiakriterinio vertinimo modelį. Tyrimo uždaviniai: 1) išanalizuoti apskaitos, apskaitos konsultavimo paslaugų, kokybės sampratas; 2) išanalizuoti konsultavimo paslaugų kokybės vertinimo modelius; 3) parengti apskaitos konsultavimo paslaugų kokybės vertinimo kriterijų sistemą ir daugiakriterinį kokybės vertinimo modelį; 4) įvertinti apskaitos konsultavimo paslaugų kokybę Kauno, Jurbarko ir Radviliškio rajonų savivaldybėse; 5) pateikti apskaitos konsultavimo paslaugų kokybės vertinimo proceso tobulinimo galimybes. Tyrimo laikotarpis: 2000 m. – 2007 m. Tyrimo metodai: monografinis analizės ir sintezės, palyginimo, anketinė apklausa, loginio mąstymo, grafinio vaizdavimo ir kiti. / Final paper of Master studies, 67 pages, 20 pictures, 9 tables, 50 literature sources, 2 appendixes, in Lithuanian. Research object – quality of accounting consultation service. Research aim – to prepare multiobjective valuation model of accounting consultation service quality. Research tasks: 1) to sift conceptions of accounting, accounting consultation service, quality; 2) to analyse consultation service quality estimation models; 3) to prepare estimation criteria system for accounting consultation service quality and model of multi-criteria quality valuation; 4) to estimate quality of accounting consultation service in Kaunas, Jurbarkas and Radviliskis districts’ municipalities; 5) to introduce recommendations how to improve accounting consultation service quality. Time of exploration: 2000 – 2007 year. Research methods: monographic analysis and synthesis, comparison, questionnaire, logic way of thinking, graphical representation and others.

This thesis is focused on evaluation of the service quality in selected retail outlets or shops. The main goal of this thesis was to evaluate the level of customer service while engaged in the transaction of selling pre-selected goods in selected retail outlets. Based on the results of this evaluation, a sub-goal of this thesis was to either validate or to disprove the given hypotheses. As an introduction I define basic terms of service quality, customer satisfaction with a service, marketing Research and mystery shopping. . After depicting the basic theoretical principles of mystery shopping, I moved on to the practical (hands-on) portion of my thesis where I evaluate retail outlets for pre-selected company. Evaluation is carried out by using mystery shopping. After conclusion of mystery shopping, the data was analyzed and synthesized, which allowed me to evaluate the results and draw appropriate conclusions, proposal and recommendation to the pre-selected company.