The aim of graduation theses is to show the application of public services quality methods in town Tabor. Thanks to controlled interview with secretary I wil find out the concrete methods using by the town to improve the quality of its services. Then I will try to explain the esence and benefit of this methods for choice office.

The subjective of this thesis is to evaluate the quality of sport services in women's volleyball clubs Madeta České Budějovice and german Allgäu Team Sonthofen using SERVQUAL questionnaire. In the theoretical part of the thesis is presented theoretical insights regarding the services, quality of services, services in the field of sport and there is also part focused on methods of measuring customer satisfaction. In the practical part of the thesis are presented results of the questionnaire-based research and design specific measures for improvement in services of volleyball clubs.

The Master´s Thesis is focused on the State Contributory Organization, Czech Centres, which was established to promote the Czech Republic abroad. The theoretical element is focused on issues of the nonprofit public sector in the Czech Republic - definitions of the term nonprofit sector and public services. The emphasis is put on the characteristics of contributory organizations, funding, efficiency and selected specifics of the management of the contributory organization. Attention is also focused on other cultural contributory organizations. The practical element analyses Czech Centres. This part describes the core and complementary activities, funding, efficiency, motivation of employees and possibilities for cooperation on projects. The second part pays close attention to the activities of cultural diplomacy of Czech Centres.

Cette thèse propose un examen empirique du programme de modernisation de l’État articulé en France, entre 2014 et 2017, autour du concept d’« État plateforme » et interroge l’intérêt étatique pour la modernité technologique des administrations — souvent qualifiée de numérique. Le cahier des charges confié aux modernisateurs de l’État était le suivant : simplifier la réalisation des démarches administratives des usagers, évaluer et améliorer la qualité des services publics, investir dans des équipements informatiques communs aux administrations, expérimenter de nouveaux modes de gouvernement ; le tout en faisant participer les usagers et les agents publics. Ce programme d’action ne prétendait pas transformer tout l’État, je soutiens qu’il se présenterait plutôt comme une boursoufflure technologique sur le paysage administratif, un pli. Pour rendre compte de ce nouveau monde de la modernisation et de ces conséquences politiques et matérielles, mon travail se positionne au croisement des études des sciences et des techniques, de la sociologie de l’activité et de la sociologie de l’État. À partir d’une enquête ethnographique menée dans le service du Premier ministre responsable de l’activité coordonnée de réforme de l’État, j’analyse cette modernisation en train de se faire, sous la forme alors déterminante des projets. La thèse s’ouvre sur un état des lieux des littératures sur la réforme de l’État et les phénomènes de modernisation. Elle est ensuite divisée en quatre chapitres, chacun retraçant un projet. Tous les projets instrumentés par le design, l’ergonomie, l’informatique, l’économie et la sociologie parcourent une facette de l’action coordonnée de transformation technologique de l’État, en même temps qu’ils explorent un lieu de l’État. / This thesis offers an empirical examination of the programme of state modernization developed in France, between 2014 and 2017, around the concept of the ‘Platform State’. It examines the state’s interest for the technological modernity of public administrations – often labelled digital. The state modernisers’ mandate was as follows: simplify the implementation of administrative procedures, assess and improve the quality of public services for users, invest in digital infrastructure, experiment with new modes of government, involve users and public officials. This programme did not claim to transform the state as a whole. I argue that it constituted rather a technological swelling on the administrative landscape, a fold. To account for this new world of modernisation and its political and material consequences, my work is positioned at the crossroads of science and technology studies, the sociology of activity and the sociology of the state. Based on an ethnographic study carried out in the Prime Minister’s department in charge for the coordinated activity of state reform, I analyse this modernisation in-the-making as a process, and a project. The thesis starts with review of the literature on the reform of the state and the phenomena of modernisation. It is then divided into four chapters, each analysing one specific project. All projects, instrumented by design, ergonomics, computer science, economics and sociology, engage different facets of the state’s transformation, and explore different sites of the state.

La virtualización de servicios públicos en el Perú se da principalmente por dos razones: la modernización del estado como objetivo de desarrollo nacional y la mejora continua en la calidad de la oferta de servicios públicos. El servicio de conciliación administrativa laboral del Ministerio de Trabajo y Promoción del Empleo (MTPE), se ejecutaba en la modalidad presencial hasta la llegada de la crisis sanitaria mundial y hasta la fecha no ha migrado a la modalidad virtual, motivo por el cual se dejó de brindar este servicio. El presente trabajo de investigación analiza la necesidad de virtualizar este servicio como una de las acciones de respuesta del estado frente a la necesidad de modernizar sus servicios y a los retrasos administrativos sufridos por la pandemia del COVID19. Cabe mencionar que este servicio es demandado y contribuye a la protección de los derechos laborales de los trabajadores. / The virtualization of public services in Peru occurs for two main reasons: the modernization of the state as a national development objective and the continuous improvement in the quality of the supply of public services. In Peru, the administrative labor conciliation service of the Ministry of Labor and Employment Promotion (MTPE) was executed in a face-to-face manner until the arrival of the global health crisis and to date has not migrated to the virtual platform, which is why to provide the service. This research work analyzes the need to virtualize this service as one of the state's response actions to the need to modernize its services and mitigate the administrative delays suffered because of the COVID19 pandemic. It is worth mentioning that this service is in demand and contributes to the protection of workers labor rights. / Trabajo de investigación

Fiscal illusion is understood to be a concept that occurs where taxpayers do not always realize how much they contribute towards government revenue in the form of taxation, or how much they receive in the form of public goods and services (Dell’ Ánno&Mourao, 2011:2). The purpose of this study was to discover the originating causes of fiscal illusion amongst individual taxpayers in South Africa. To achieve this objective, available literature was reviewed, which revealed that complexity of the tax systems is argued to be one of the causes of fiscal illusion. A study conducted in South Africa suggested that taxpayer’s perception toward tax affects their attitude (Oberholzer, 2007:45). The hypothesis derived from the literature was then applied to a real life context by conducting interviews with a sample of individual taxpayers. Based on the analysis of data obtained, the study revealed that fiscal illusion of individual taxpayers in South Africa falls within four conceptual elements namely, hidden taxes, number of taxes, double taxation and, to a limited extent, tax shifting. / Dissertation (MCom)--University of Pretoria, 2012. / Taxation / unrestricted

Introduction: Indigenous matters are viewed as a priority by the library profession around the world and the library law in Sweden states that the national minorities, which include the indigenous Sámi people, are a prioritised group. Despite these facts there is little research on indigenous matters in relation to libraries, library practice, and service. In Sweden especially, there is little focus on the colonial heritage and what effects, if any, it has on the library. Method: This essay aims to examine three areas. First, how libraries in Sweden work to promote and support the Sámi population in regards to culture, language, and identity. Second, what needs and wishes the Sámi population have in regards to library service. Lastly, whether or not the colonial heritage is visible in library practice and service and to what extent. The colonial heritage and its effects is a pervasive theme throughout the essay. To answer these questions three librarians from two different libraries and three Sámi informants were interviewed.  Analysis: Since the heritage from colonialism is a key theme it was natural to apply a postcolonial framework for the text analysis of the interview transcriptions.  Results: The findings show that the colonial heritage is still visible in library practice and service, although not deliberate from the profession. The two libraries in question are working to counteract the colonial heritage while promoting and supporting the Sámi population by providing books in the Sámi languages and making effort to give them a prominent place in the physical library room.  Conclusion: There is still a need for improvements in regards to giving the languages a prominent place in the libraries with for instance signage and shelf placement. As well as organising activities for and about the Sámi population, as pointed out from the Sámi informants. One solution may be to give the Sámi status as an indigenous people in the Swedish library law instead of merely status as a national minority. This could give libraries the economic resources they often lack and thus motivating them to prioritise and make extra efforts in their work to the Sámi population. This is a two years master’s thesis in Library and Information Science.

The problem addressed by this investigation is whether the provision of centralized school library services is related to the reading habits and reading abilities of elementary school children. In considering this problem, a survey approach was utilized which entailed the examination of standardized reading achievement test scores, student reading records, and parent, teacher, and student questionnaire responses.

Introduction. We investigated how librarians viewed childhood, children’s participation and their own profes- sional role in relation to these two topics. Recently the Convention on the Rights of the Child became law in Sweden, and we explored the possible effects on the library professional’s role in comparison to a country where little has been done in regard to children’s rights during the past few years. Method. Qualitative interviews were conducted in Sweden and in England. The empirical data consisted of tran- scriptions and note-taking from four interviews conducted in each country. In total we interviewed eight librarians working with children. Analysis. We carried out a qualitative analysis of the empirical data by a basic thematic approach. The analysis consisted of two separate parts - based on the data from Sweden and England respectively - leading up to a final joint discussion and comparison of our results. Results. There was a pattern of viewing the child more often as “becoming” in England. When the child was viewed as “being” in England this was linked to a norm of children feeling safe, happy and playful. The analysis showed that formal training and awareness of children’s rights to participate were greater amongst the Swedish librarians. Still, children were not actively involved in the planning of events at the library. Conclusion. The views conveyed in the Convention on the Rights of the Child is now part of the Swedish librari- ans’ professional role with an emphasis on the right of participation. In the case of English librarians, certain aspects of the convention are important, although the need for children’s participation seems to have been set aside in favor of children’s feeling of safety. This is a two years master’s thesis in Library and Information Science.

Der demografische Wandel vollzieht sich insbesondere in den ländlichen Gebieten Sachsens bereits in großen Schritten. Junge und hoch qualifizierte Menschen wandern weiterhin ab und die älteren bleiben zurück. Daraus resultiert ein Bevölkerungsrückgang, der zu einer Ausdünnung der Infrastruktur in diesen Gebieten führt. Insbesondere der reduzierte öffentliche Personennahverkehr schränkt die Mobilität der älteren Bevölkerung immer stärker ein. Gleichzeitig wird mit dem sich erhöhenden Altersdurchschnitt die Nachfrage nach medizinischer und pflegerischer Versorgung ansteigen. Ältere Menschen werden somit abhängig von der Unterstützung durch Familienangehörige, Freunde und Nachbarn. Stehen diese nicht zur Verfügung, sind das Verlassen des gewohnten Umfelds und der Umzug in eine stationäre Altenpflegeeinrichtung oftmals die einzige verbleibende Alternative. Dies entspricht jedoch weder den individuellen Wünschen der Betroffenen noch ist es aus volkswirtschaftlicher Perspektive sinnvoll. Die vorliegende Projektstudie wurde aus Mitteln der Demografierichtlinie durch die Sächsische Staatsregierung gefördert und hat zum Ziel, die Lebensbedingungen älterer Menschen in dünn besiedelten Regionen so sicherzustellen, dass sie in ihrem vertrauten Lebensumfeld so lange wie möglich verbleiben können. Dazu ist es notwendig, dass Elemente der Daseinsvorsorge, wie insbesondere medizinische und pflegerische Leistungen, Waren des täglichen Bedarfs etc., in ihrem unmittelbaren Umfeld vorhanden und für sie selbstständig erreichbar sind. Um diese kleinräumige Versorgung bedarfsgerecht und kosteneffizient gestalten zu können, ist die Entwicklung, Erprobung und Evaluierung entsprechender neuer Konzeptionen notwendig. Die Innovation des vorliegenden Projektes besteht darin, dass eine Lösung entwickelt wurde, deren Elemente nach raumplanerischen und gesundheitsökonomischen Gesichtspunkten aufeinander abgestimmt sind und den Bedürfnissen der Bevölkerung im Altersbereich 70+ entspricht.