Résumé : La qualité des services est considérée de plus en plus comme un paramètre essentiel de la conception des services sociosanitaires (MSSS, 2005). Selon les divers modèles théoriques de la qualité des services (Donabedian, 1980; Kroger, 2007; OMS, 2004), la continuité des services en constitue une composante importante, surtout pour une organisation des services qui se veut de plus en plus intégrée. La continuité est abordée ici en s'appuyant sur la définition tridimensionnelle qu'en donnent Reid, Haggerty & McKendry, (2003). Elle est relationnelle, ce qui implique l'existence de rapports significatifs entre professionnels et usagers. Elle est informationnelle, ce qui suppose de rendre accessibles aux professionnels les informations requises pour l'exercice de leurs fonctions. Enfin, il faut ajouter la dimension d'approche, laquelle renvoie à la cohérence des diverses actions accomplies pour le bien-être et au bénéfice de l'usager. Le dossier clinique se présente comme une fenêtre par laquelle les trois objets que sont la qualité des services, l'intégration des services et la continuité des services peuvent se révéler et s'articuler. Pourtant, peu de recherches ont analysé le dossier clinique spécifiquement sous cet angle, privilégiant plutôt les études portant sur sa conformité à certaines normes (audits) ou l'utilisation des dossiers cliniques dans une optique de triangulation des données. La présente étude aborde le dossier clinique en tant qu'observatoire de la continuité. Cette position s'explique par les contextes social et scientifique actuels, qui considèrent la continuité comme une dimension transversale de la qualité (Kroger et al. 2007) et la voient comme à la fois une condition et un effet de l'intégration des services. Notre étude vise à repérer et à catégoriser des indices de continuité des services tels qu'on les retrouve dans des dossiers cliniques d'usagers inscrits en gestion de cas, et ce, dans le but de contribuer à l'accroissement de la qualité dans les services dispensés aux personnes âgées. En identifiant les façons dont les professionnels inscrivent des traces de continuité dans les dossiers cliniques des usagers et en dégageant les composantes de la continuité qui sont présentes dans les rédactions, la pertinence de l'usage des dossiers cliniques dans l'analyse de la continuité est précisée et quelques pistes méthodologiques d'analyse de la continuité des services peuvent être esquissées. Nous avons procédé à l'analyse de 16 dossiers cliniques de personnes âgées de 75 ans et plus, qui vivent dans deux territoires où existent des réseaux intégrés de services et qui sont inscrites en gestion de cas depuis au moins six mois. L'information contenue dans les dossiers cliniques des usagers a été extraite à l'aide d'outils conçus à cette fin spécialement pour notre étude. L'approche qualitative que nous mettons à contribution opère un double mouvement analytique de déduction et d'induction des formes de continuité que l'on retrouve dans les dossiers cliniques. Précisons que cette étude s'inscrit dans le cadre d'une plus grande recherche portant sur la fragilité (IRSC team onfrailty) que dirigent François Béland et André Tourigny. Nos résultats indiquent que les dossiers cliniques se révèlent un excellent observatoire de la continuité, bien que ce soit avec une pertinence variable selon la dimension retenue. Ainsi, le principal obstacle à la continuité informationnelle réside dans la difficulté à maintenir à jour les documents standardisés (OÉMC et PIAS, notamment). De même, la continuité relationnelle a pu être appréhendée en termes de permanence de la présence des intervenants dans le dossier clinique de l'usager, même si la qualité de la relation entre le professionnel et l'usager n'y est pas explicite. Enfin, s'agissant de la continuité d'approche, la fragmentation du dossier clinique et l'absence de description des processus de prise de décision clinique rendent son évaluation plus problématique. Une bonne partie du caractère incomplet du dossier clinique pourrait être facilement comblée, ce qui aurait pour effet de placer les pratiques de rédaction utilisées par les professionnels en phase avec les changements qui surviennent dans la conception de la qualité et dans l'organisation des services||Abstract : The quality of services is more and more often viewed as a parameter which plays a crucial role in the conception of socio-sanitary services. According to the diverse theoretical models that seek to define the concept of quality of care (Donabedian, 1980; Kröger, 2007; OMS, 2004), continuity of services represents an important dimension of the quality of care, specifically for a services organization that sees itself as a structure that is more and more integrated. Our point of view on continuity is based essentially on the tridimensional definition of continuity given by Reid, Haggerty & McKendry, (2002). Firstly, relational continuity implies the existence of significant relationships that take place between professionals and services users. Secondly, informational continuity supposes that the professionals involved have access to the information they need in order to accomplish their tasks. Thirdly, management continuity refers to the coherence between the various actions that are undertaken by diverse professionals for the benefit and well-being of services users. The clinical record can be likened to a window through which three objects, the quality of services, the integration of services, and the continuity of services, can appear and form a structure. However, very few researches tried to understand the clinical record in that specific perspective, preferring to focus their attention on the study of audits and on utilization of clinical records in a perspective of data triangulation. Our study considers the clinical record as an observatory of the continuity. The adoption of this specific point of view is best explained by the existing social context and scientific context, which consider the continuity as a cross-sectional dimension of the quality as well as both a cause and an effect of the services integration. Our study aims to identify and categorize the continuity indicators that appear in the clinical records of the services users that were admitted in case management, with the objective of increasing the quality of services provided to the elderly population. In identifying the different ways by which some professionals leave their marks of continuity in the clinical records and recognizing the elements that define continuity and that those professionals take into account when writing their observation notes, the relevance of using clinical records in order to understand the concept of continuity of services is duly confirmed, and some methodological tracks to enhance the study of the continuity of services can be made. We analysed the clinical records of 16 older people aged 75 and more who are living in a territory where there is an integrated services network and who were admitted in case management since at least six months. Data that were contained in the users' clinical records were extracted using instruments that were specialty created for our study. With its double analytic process of deduction and induction, the qualitative approach we utilize seeks to understand the dimensions of the continuity that are present in the clinical records. Our study is part of a bigger research on frailty, namely the CIHR Team in Frailty and Aging, which is led by François Béland and André Tourigny. Our results show that the clinical records represent a very good observatory of continuity, but with more or less relevance depending of the dimension of the continuity that is involved. Thus, the most important obstacle to informational continuity lies in the fact that it is difficult to keep the standardized documents up to date. Similarly, the relational continuity was evaluated taking into account the permanency of the professionals' presence in the clinical records, but the quality of the relationship between professionals and users is not explicit. Finally, concerning the management continuity, the fragmentation which characterizes the clinical record and the absence of description of the decision-making process render the estimation of management continuity much more hazardous. A good part of the sketchy nature of the clinical record could easily be taken care of and completed, which would have the effect of putting the professionals' recording habits in phase with the changes that take place in the conception of the quality and in the services organization.

Vivemos atualmente uma era de convergência de tecnologias, motivada por questões tanto econômicas como de caráter operacional, na qual os serviços de dados, voz e vídeo estão migrando rapidamente para uma plataforma IP. Particularmente considerando o paradigma da telefonia IP neste processo de convergência, ocorrem desafios tecnológicos, pois temos de um lado os usuários finais que já possuem uma referência sobre a qualidade da fala, fruto das décadas de uso do sistema telefônico tradicional, e na outra extremidade as operadoras de telecomunicações que em sua última milha dependem de redes estatísticas, sem mecanismos adequados para a garantia de QoS. Assim, se torna vital para o sucesso da operação a devida identificação das relações entre os diversos componentes existentes entre terminais e sua contribuição para a qualidade de fala, percebida pelo assinante, de forma a entregar um serviço com qualidade similar ao Sistema Telefônico Fixo Comutado. Neste contexto, este trabalho busca identificar por meio de técnicas de estatística multivariada uma correlação entre métricas objetivas de Qualidade de Serviços aplicáveis em redes IP e a qualidade subjetiva da fala predita pelo algoritmo Modelo-E definido na recomendação ITU-T G.107. Um método de coleta e análise estatística de informações foi desenvolvido para atingir o objetivo proposto. Para sua validação um ambiente de testes foi criado, dados de operação foram coletados e ferramentas computacionais foram aplicadas para o tratamento analítico e estatístico. Os resultados obtidos pelo método foram então aplicados em campo durante as etapas de testes e homologação de um PABX-IP-IMS desenvolvido para o mercado corporativo. A correlação entre os diversos fatores envolvidos, suas métricas e como todo este sistema impacta na qualidade relativa, percebida pelo usuário final permitirá aos provedores de serviços avaliarem quais as melhores estratégias a serem empregadas em seus segmentos de rede de forma a garantir a excelência no nível de serviço oferecido ao consumidor final. / We live now in an convergence of technologies era, driven by economic and operational issues, where the data services, voice and video are quickly moving to an IP platform. Particularly considering the paradigm of IP telephony in the process of convergence, there are technological challenges. We have subscribers who already have a reference about the quality of speech, derived from decades of using the traditional phone system. At the other end telecom operators that rely on statistical networks, with no possibility to guarantee QoS. So it becomes vital to the operations success the proper identification of the relationships between the various components between the terminals and their contribution to the speech quality perceived by the subscriber in order to deliver a quality service close to the PSTN. In this context, this study sought to identify a correlation between objective metrics for Quality of Service applicable to IP networks and subjective quality of speech predicted by the algorithm \"Model-E\" defined in ITU-T G.107 through multivariate statistical techniques. A method of collecting and analyzing statistical information was developed to achieve the proposed objective. To validate a test environment was created, operation data were collected and computational tools were applied to the analytical and statistical treatment. The results obtained by the method were then applied in the field during the stages of testing and approval of an IMS-IP-PBX designed for the corporate market. The correlation between the various factors involved, their metrics and how the whole system impacts on the quality perceived by end users will enable service providers to assess what the best strategies to use in their network segments to ensure an adequate level of service offered to consumers.

Este trabalho tem como objetivo principal a avaliação de qualidade dos serviços aeroportuários considerando a perspectiva das Companhias Aéreas. Para tanto, o trabalho visa: (i) propor um modelo baseado em atributos de qualidade para os serviços prestados pelos gestores dos aeroportos às Companhias Aéreas; (ii) realizar a implementação desse Modelo para a avaliação da qualidade de ditos serviços; e (iii) avaliar a qualidade dos serviços oferecidos tanto para passageiros quanto para Companhias Aéreas. Assim, dois Modelos são propostos e aplicados, o primeiro com foco em Companhias Aéreas e o segundo que integra as perspectivas delas e dos passageiros, com relação aos serviços comuns. A construção dos Modelos foi baseada na revisão da literatura e no conhecimento de especialistas dos setores de aeroportos e serviços. A implementação dos modelos foi realizada em dois Aeroportos da América do Sul, um no Brasil e outro na Colômbia, abrangendo os pontos de vista dos atores: Gestores de Aeroporto, Companhias Aéreas e passageiros. Assim, foi possível analisar os aspectos que esses atores valorizam, sua percepção sobre a qualidade e, ainda, proceder a uma análise de gaps. A inclusão do ponto de vista das Companhias Aéreas na avaliação da qualidade dos aeroportos representa uma contribuição à literatura, devido à pouca quantidade de trabalhos sobre o assunto e a importância dos aeroportos atenderem esses clientes. Na prática, os modelos apresentados podem ser usados pelos gestores dos aeroportos como ferramentas para a avaliação de seus serviços, análise do conflito de interesses, integração das perspectivas de passageiros e Companhias Aéreas, e identificação de oportunidades de melhoria. / This paper aims to evaluate the quality of airport services considering the Airlines perspective. Thus, this paper intends to: (i) propose a Quality Attributes-based model for services provided by the Airport operator to airlines; (ii) implement a model for the quality evaluation of those services; and (iii) evaluate the quality of the services provided to passengers and airlines. Two models were proposed and implemented, the first had a focus on airlines and the second integrated the perspectives of airlines and passengers in respect of common services. The models were built based in the literature review and the knowledge of airport and services experts. The implementation of these models was done in two South America airports, one in Brazil and other in Colombia, comprising the point of view of airport managers, airlines and passengers. Consequently, it was possible to analyze the items they value, their perception about quality attributes and also to conduct a Gaps analysis. The inclusion of airline’s point of view in the airport quality assessment represents a contribution to the literature, due to the small amount of papers on the subject and the relevance of these clients. In practice, the proposed models can be used by airport managers for assessing their services, analyzing the conflict interests and the integration between the passengers and airlines perspectives; and identifying opportunities for improvement.

O presente trabalho tem como objetivo principal o desenvolvimento de estruturas que contribuam para avaliação do alinhamento entre percepções de qualidade e planejamento de investimentos que impactem na melhoria da qualidade dos serviços aeroportuários prestados aos passageiros. Para tanto, o trabalho se propõe: (i) realizar o levantamento na literatura dos atributos de qualidade que afetam aos passageiros nos terminais; (ii) criar uma estrutura para avaliação de qualidade em serviços aeroportuários; (iii) hierarquizar atributos de qualidade; (iv) avaliar a qualidade percebida de atributos de qualidade; (v) analisar de gaps de importância atribuída e qualidade percebida, nas percepções de passageiros e gestores; (vi) verificar as relações entre investimentos e atributos de qualidade; e (vii) avaliar o impacto dos investimentos na qualidade percebida por passageiros. Entre as principais contribuições desta dissertação, está a proposição de três estruturas: (i) estrutura para avaliação da qualidade em serviços aeroportuários; (ii) estrutura para análise de gaps de qualidade em serviços aeroportuários; e (iii) uma estrutura para avaliação do impacto dos investimentos na qualidade percebida por passageiros. Utilizando o método proposto, os gestores dos aeroportos podem realizar diagnósticos, verificar oportunidades de melhoria e priorizar a alocação de recursos em planos de investimentos futuros. Além disso, as estruturas propostas nos capítulos deste trabalho podem auxiliar os profissionais aeroportuários a direcionar esforços e políticas estratégicas para atributos importantes e com baixa qualidade percebida pelos passageiros. As características diferenciadoras e específicas dos serviços aeroportuários são consideradas nas pesquisas desenvolvidas, uma vez que foram validadas por especialistas do setor. / This study's main objective is to develop frameworks for contribute to assess the alignment between quality perceptions and investment planning, that impact on improving airport services quality, provided to passengers. Thus, this study proposes: (i) a literature survey of quality attributes that affect passengers in the terminals; (ii) to create a framework for quality assessment in airport services; (iii) prioritize quality attributes; (iv) evaluate quality perceived of quality attributes; (v) analyze gaps of prioritization and perceived quality, on the perceptions of passengers and managers; (vi) verify the relationship between investments and quality attributes; and (vii) evaluate the impact of investments in the quality perceived by passengers. Among the main contributions of this study is the proposition of three frameworks: (i) framework for the evaluation of quality attributes in airport services; (ii) quality gaps framework in airport services; and (iii) framework for evaluate the impact of investments in the quality perceived by passengers. Using the proposed method, airport managers can perform diagnostics, check opportunities for improvement and prioritize the allocation of future investment plans resources. In addition, the proposed frameworks in the chapters of this work can contribute to a structured model for analyse the alignment between perceived quality assessment and planning of airport investiments. This model can help airport managers to direct efforts and strategic policies for important attributes and low quality perceived by passengers. The distinguishing and specific characteristics of the airport services are considered in the research developed, since had been validated by sector experts.

The Department of Health executed the contract with Tri-Service General Hospital on January 2, 2003, consigning the latter to render Penghu medical treatment services with the newly built ¡§Penghu Medical Care Building of Department of Health¡¨. Under the consignment, the Tri-Service General Hospital will launch an overall integration of the medical care resources of the current Penghu Hospital of Armed Forces and Penghu Hospital of Department of Health. Starting from July 1, 2006, Tri-Service General Hospital, Penghu Branch has officially come into being, bringing in human resources of the Tri-Service General Hospital, creating the medical treatment facitities in Penghu area easily accessible to upgrade the professional medical treatment services in Pengh area, enabling the local community people of Penghu area to enjoy diverse local welfare in medical services. In Penghu County, with limited medical care resources, other than the efforts to help patients release from suffering and reduce the rate of patients being arranged for medical treatment beyond Penghu area, the efforts to upgrade the quality of medical treatment services have gradually become the major goals in the consigned management. The present study aims at the concept mode of ¡§Service Quality Model, PZB¡¨ offered by Parasuraman, Zeithaml&Berry(1988) as the very ground, taking the two local service oriented public hospitals, i.e., ¡§Penghu Branch of Tri-Service General Hospital¡¨ and ¡§Penghu Hospital of Department of Health¡¨ as the target of survey, to probe into the levels of satisfaction on hospital quality of services felt by the hospital department heads, medical care service crew, patients and patients¡¦ families. The study further analizes to make sure whether the hospital department heads, medical care service crew, patients and patients¡¦ families show difference in the level of satisfaction. As indicated by the findings yielded by the present study, the two public hospitals show shortfalls in quality of services which call for immediate improvement. Penghu Hospital of Department of Health takes advantage of the geographical benefits, easy access to transportation, the close connection with the local patients and public praise and should team closely up with Penghu Branch of Tri-Service General Hospital. Penghu Branch of Tri-Service General Hospital attempts to localize the three messions in medical teratment, education and research. The doctors of the two hospitals should participate in various seminars to co-share the resources, strengthen the professional know-how to upgrade the quality of medical treatment services. The management administrator should make the department heads and medical service crew feel of how important the quality of services is. The present study may help better satisfy the needs of patients and their familities in the perspective of a consumer. The upgrade of quality of medical treatment services is a pivotal part of the public affairs on offshore island areas. The administrator should offer prominent systematic strategies in systematic services to take firm command of the quality of services and technological advantages. Only through such efforts can those hospitals create sound image and public praise in medical treatment in Penghu area to assure sustained survival and existence. On the grounds of the results yielded by the present study, the thesis, finally offers proposals for betterment to Penghu Branch of Tri-Service General Hospital and Penghu Hospital of Department of Health in terms of quality of services. Such proposals will function as handy reference to the government authorities and the subsequent researchers regarding medical treatment in Penghu area.

Differentiated-Service networks is designed for solving scalability problems through traffic aggregation. However, it can't guarantee end-to-end QoS of individual flow. In this thesis, we propose a Self-Adaptive Control Scheme for Differentiated-Service networks that can improve the throughput of individual flows dynamically. In this scheme, egress routers monitor the average throughput of individual flow, and send the Self-Adaptive Control Messages to ingress routers if need. The ingress router re-allocate network resources to improve throughput of high-priority flows depending on the Control Messages. We use NS-2 simulator to prove that our scheme that can improve throughput of high-priority flows dynamically, and suggest that a better time interval of Self-Adaptive control can be determined based on the queue sizes, packets arrival rate and departure rate. Finally, we use Random Early Detection (RED) queue instead of Drop-Tail queue to reduce unfairness of individual flows when there are congestion and insufficient network resources.

Didėjant konkurencijai ir sprendžiant viešbučių teikiamų paslaugų kokybės gerinimo klausimus ypač daug dėmesio reikia skirti klientų aptarnavimo kultūrai. Viešbutis, turintis susiformavusias tradicijas ir pažiūras į klientą, vertybių skalę ir elgesio normas, neabejotinai yra teikiamų paslaugų kokybės lyderis. Šio darbo tikslas - numatyti klientų aptarnavimo kultūros gerinimo ypatumus Šiaulių miesto viešbučiuose. Buvo nagrinėjama aptarnavimo kultūros esmė ir jos ryšys su organizacijos kultūra, apžvelgtas klientų aptarnavimo kultūros valdymas, jos ugdymas, tai pat išnagrinėti viešbučių klientų aptarnavimo kultūros ypatumai, jos užtikrinimas ir gerinimo ypatumai. Tyrimo metu paaiškėjo, kad klientų aptarnavimo kultūra Šialių miesto viešbučiuose pastaruoju metu yra gera ir išlieka tokia pati - nei gerėja, nei blogėja. Darbuotojai supranta ir yra orientuoti į puikią viešbučių klientų aptarnavimo kultūrą, gerai žino klientų norus ir vyksta tarpusavio bendradarbiavimas, siekiant tuos norus patenkinti, o kas svarbiausia - yra užtikrinama gera klientų aptranavimo kultūra. Atlikus tyrimą parašytas straipsnis „Klientų aptarnavimo kultūra Šiaulių miesto viešbučiuose“, kuris pristatytas 8-ojoje Studentų mokslinių darbų konferencijoje „Ekonomikos ir vadybos aktualijos“ ir buvo užimta 3-čia vieta. / It’s necessary to pay attention to a clients service culture, when it’s deciding better quality of hotel services. Hotel, that has shaped traditions and notions to a client, scale of values either bahaviour rules, is a leader of services quality, with no doubt. Purpose of this work – to foresee points that makes clients service culture better in Šiauliai city hotels. It was - criticized essence of service culture also it’s link with organizational culture, surved possess of clients service culture, it’s practising, likewise it was criticized points of hotels clients service culture, also it’s ensure and points how to do it better. According to research, it came out, that clients service culture in Šiauliai city hotels are same – neither becoming better nor worser. Workers understand, that they are orientated to an excellent clients service culture, they know clients wishes, there is co–operation trying to satisfy these wishes and what’s the most important – in such a way is ensuring good clients service culture. After the research was done, it was written article “ Clients service culture in Šiauliai city hotels”, that was presented and took III rd place, in 8 th students academic works conference “Actualities of economics and management “.

The aim of the research is to examin the specialists from the Early Rehabilitation services (ERS) and the patients parents‘ attitude towards services for children quality, and introduce recommendations how to improve parents‘ and specialists‘ cooperation while accomplishing the services for children. Methodology. The anonymous questioning was made with 100 parents whose children were visiting specialists of Early Rehabilitation in 3 public medical institutions in Kaunas. The questionnaire used in the research was composed on the base of SERVQUAL methodology. One part of the questionnaire gave possibility to find parents‘ expectations towards servises for children quality, the next part satisfaction in services they get. The evaluation was made in differences which are in parents‘ expectations and satisfaction in the quality of servises they get in the aspect of dimensions (evidence, response, security, empathy). Linkert scale was used for answers. The statistical package SPSS version 13.0 for Windows was used to conduct data analysis. Results. In parent‘s opinion, services quality expectations got less point (mean score 2,80±0,44) than their satisfaction of the service provided (mean score 2,80±0,44) Therefore, the satisfaction of the service provided by ERS was beyond expectations. The largest quality gap was observed in the response, the smallest – in the dimensions of evidence. The parents‘ expectations were: to consult specialists of ERS at the desirable time... [to full text]

Kiekviena įstaiga, siekdama tenkinti kuo aukštesnės kokybės paslaugas, privalo nuolat tirti savo klientų poreikius bei remiantis tyrimo metu gautais duomenis, tobulinti savo teikiamas paslaugas. Tai privalo daryti ne tik privatusis sektorius, tai aktualu ir viešojo sektoriaus įstaigoms. Viena iš viešojo sektoriaus sričių – kultūros įstaigos. Šiauliuose veikia daugybė kultūros įstaigų, tačiau iki šiol nėra tirta šių įstaigų teikiamų paslaugų kokybė. Todėl ši tema tampa aktuali. Šiuo darbu siekiama įvertinti trijų Šiaulių miesto kultūros įstaigų teikiamų paslaugų kokybę (Šiaulių dailės galerijos, Šiaulių miesto kultūros centro „Laiptų galerija“ ir Šiaulių koncertinės įstaigos „Saulė“) akademinio jaunimo požiūrių. Akademinis jaunimas pasirinktas kaip vienas aktyviausių kultūros vartotojų. Darbą sudaro esminės dvi dalys: teorinė ir empirinė. Teorinėje dalyje apibendrinama mokslinėje literatūroje randami paslaugų apibūdinimai, aptariamos savybės, skiriančios paslaugą nuo materialios prekės, pateikiami paslaugų kokybės vertinimo metodai. Taip pat mokslinės literatūros analize siekiama išsiaiškinti viešojo sektoriaus teikiamų paslaugų išskirtinumą bei viešųjų paslaugų kokybės vertinimo ypatumus. Kadangi tiriama kultūros įstaigų teikiamų paslaugų kokybė, teorinėje dalyje bandoma išryškinti kultūrinių įstaigų veiklos specifiką. Empirinėje (praktinėje) darbo dalyje pateikiami apibendrinti tyrimo metu gauti duomenis. Tyrimo metu siekta ne tik įvertinti Šiaulių miesto kultūros... [toliau žr. visą tekstą] / In order to provide the service of a better quality every enterprise must regularly investigate the needs of customers and improve the service according to the data of investigation. This must be done by the private sector enterprises as will as the public sector. Cultural enterprises are those of public sektor spheres. There are numerous cultural enterprises in Siauliai still the quality of services in those enterprises is not investigation. Therefore this theme is of present interest. This work investigates the service quality of thru cultural enterprises (Siauliai art Galerry, The Culture Centre "Staircase Galerry" and Siauliai concert enterprise "Saule") from point of view of youth. The work consists of two main parts: Theoretical and empiric. The theoretical part deals with the generalization of the charakterization of the services found in the scientific literature, the qualities distinguishing the service from any materal good, the methods of service quality are present. By the analysis of is aimed to ascertain the exclusiveness of the services of the public sector as will as the peculiarities of the evaluation of public services means of the analysis of Scientific Literature. The empiric (practical) part of the work presents the data of the investigation. The investigation deals not only the evaluation of the quality of Siauliai cultural enterprises, the needs of Siauliai academic youth are also lysed. The investigation showed that only a small number of the... [to full text]

Darbo objektas. Vartotojų pasitenkinimas slidinėjimo paslaugomis. Darbo tikslas. Įvertinti vartotojų pasitenkinimą Lietuvos slidinėjimo centrų teikiamomis paslaugomis. Darbo uždaviniai: 1. Atskleisti vartotojų pasitenkinimo sampratą. 2. Aptarti vartotojų pasitenkinimo indekso modelius, bei veiksnius lemiančius pasitenkinimą ir pasekmes organizacijai. 3. Apžvelgti ankstesnius tyrimus apie vartotojų pasitenkinimą slidinėjimo paslaugomis. 4. Įvertinti ir palyginti vartotojų pasitenkinimą slidinėjimo centro „Snow arena“ ir bendrą vartotojų pasitenkinimą kitų Lietuvos slidinėjimo centrų teikiamomis paslaugomis. Darbo rezultatai ir išvados. Vartotojų pasitenkinimas yra pasitenkinimo arba nusivylimo išraiška produkto ar paslaugos atžvilgiu, lyginant gautą ir tikėtasi rezultatą. Vartotojų pasitenkinimas yra svarbus rodiklis tolimesnei organizacijos sėkmei. Todėl sukurtas platus vartotojų pasitenkinimo indeksų modelių skaičius visame pasaulyje rodo sistemingai atliekamus vartotojų pasitenkinimo tyrimus įvairiuose sektoriuose. Rekreacijos sektoriuje atliekami vartotojų pasitenkinimo tyrimai, neaplenkė ir vienos sparčiausiai populiarėjančių rekreacijos formų, tokių kaip žiemos pramogos ir slidinėjimas. Šiame darbe tyrimas atliktas slidinėjimo centro „Snow arena“ ir bendrai visų kitų Lietuvos slidinėjimo centrų atžvilgiu, tam, kad įvertinti vartotojų pasitenkinimą slidinėjimo paslaugomis. Tyrimų rezultatų analizė atskleidė, kad vartotojų pasitenkinimas slidinėjimo centro „Snow arena“... [toliau žr. visą tekstą] / Customer satisfaction is satisfaction or disappointment meaning of product or service, comparing received and expected result. Customer satisfaction is important indicator for further organization success. So there are invented wide number of customer satisfaction index models all around the world that shows systemically performing customer satisfaction research in various sectors. Customer satisfaction research performing in Recreation sector didn't outrun one of the most popular growing recreation form, like winter entertainment and skiing. In this project, research was performed in skiing center ,,Snow Arena" and common all other Lithuanian skiing centers, to rate customer satisfaction on skiing services. Analysis of research results showed that customer satisfaction on skiing center ,,Snow Arena" is huge, meanwhile other common Lithuanian skiing centers customer satisfaction on skiing services is low. ,,Snow Arena" high image rating makes influence for quality perception, which is rated respectively good, making sensibility smaller for perceived value, minimizes and dissatisfaction level. As a result ,,Snow Arena" customer are more loyal, so there are less complaints received than in other Lithuanian skiing centers.