Baigiamojo magistro darbo tikslas suformuluotas taip: nustačius veiksmus, lemiančius UAB „Marškinėlis“ paslaugų kokybę, pateikti jos gerinimo sprendimus. Teorinėje šio darbo dalyje yra analizuojama paslaugų kokybės samprata, praktinė reikšmė bei jos vertinimo modeliai, svarba ir galimybės; pateikiamos vadybos autorių siūlomos paslaugų kokybės gerinimo perspektyvos. Analitinėje baigiamojo darbo dalyje analizuojama reklamos paslaugas teikianti įmonė UAB „Marškinėlis“ ir pateikiami tyrimo rezultatai, atlikto dviem etapais: interviu su UAB „Marškinėlis“ įmonės direktore ir anketiniu empiriniu tyrimu: tiriant įmonės klientų paslaugų kokybės vertinimą. Remiantis gautais rezultatais pateikiami pasiūlymai įmonės paslaugų kokybei gerinti. Praktinėje darbo dalyje pateikiami konkretūs pasiūlymai, padėsiantys pagerinti UAB „Marškinėlis“ paslaugų kokybę, pavyzdžiui procesinio požiūrio į veiklas vykdymas, kokybės užtikrinimo modelis, klientų aptarnavimo standarto įdiegimas. / The aim of the final Master work is determined as follows: after identification of factors implementing service quality of JSC “Marskinelis”, to provide the solutions for its improvement. In the theoretical part of the paper work the conception of service quality, practical value and models of assessment, importance and opportunities are analyzed. Perspectives for improving service quality provided by authors of management field are presented. In the analytical part of the paper work, advertising service company JSC “Marskinelis” is analyzed. The results of the research are presented and analyzed in two stages: interview with headmaster of JSC “Marskinelis” and empirical questionnaire research. Questionnaire research was provided to get the assessment of service quality by company’s clients. There were presented the proposals of service quality improvement based on results of research. In the projecting part of the paper work the alternative and particular problems’ solving solutions are supplied which help to improve service quality of company JSC “Marskinelis”. The examples of proposal are process approach of operations, model of quality assurance, and standard of customer service installation.

Aim of the study. To evaluate possibilities to implement the program of health care quality assurance in health care institutions from the physicians’ point of view. 58.4 percent of respondents are aware with the program of health care quality assurance. 71.2 percent of those who are aware with the program believe in health care quality improvement when the program will be implemented. 41.5 percent of respondents maintain that program will be implemented under condition of proper financing while 20.8 percent assert that program will not be implemented. 65.4 percent of physicians evaluate quality of care in their institution as good and 33.7 percent as satisfactory. According the opinion of the respondents’ quality of care could be improved with teamwork and good qualification of the physicians, a half of respondents maintain that the main obstacle for better examination of the patients is insufficient financing. Almost one third of physicians state that information about safety of health care is insufficient. 44.6 percent of respondents are not satisfied with their work, and 85.1 percent affirm that quality of care is influenced with satisfaction with work, 93.1 percent maintain that quality of care is influenced with workload, 43.6 percent relate their quality of work with payment. The major part of physicians assesses their knowledge about quality management as satisfactory and would like to improve in that area. 83.6 percent of physicians state that proper financing is... [to full text]