| Title |
Paslaugos kokybės įtakos veiklos pelningumo rodikliams vertinimas |
| Translation of Title |
The assessment of service quality impact on profitability indexes. |
| Authors |
Labanauskaitė, Daiva ; Šturalo, Olga |
| DOI |
10.15181/tbb.v68i3.886 |
| Full Text |
|
| Is Part of |
Tiltai : socialiniai mokslai.. Klaipėda : Klaipėdos universiteto leidykla. 2014, Nr. 3 (68), p. 91-107.. ISSN 1392-3137. eISSN 2351-6569 |
| Keywords [eng] |
services ; service quality ; profitability of a company |
| Abstract [eng] |
In the article was analysed service quality and its impact on firm’s profitability. The profitability factors in the economic activities were determined and the importance of profitability analysis was emphasized. Summarised profitability in telecommunications firms. In the article were listed analysed firms’ (for the analysis were selected services, which face high need from customers – services of Lithuania telecommunications firms LTD “Bitė Lietuva”, LTD “Omnitel”, LTD “Tele2”) service quality improvements as well as calculated profitability indexes. Statistical analysis and evaluation was made. The evaluation of the data shows, that LTD “Bitė Lietuva” indexes are correlated, but the correlation is not significant because of lack of data. Activity of LTD “Omnitel” shows, that improved service quality did not affect firm’s profitability. Improved service quality of LTD “Tele2” affected only part of analised profitability indexes. Inspite this the results show significant dependence. |
| Published |
Klaipėda : Klaipėdos universiteto leidykla |
| Type |
Journal article |
| Language |
Lithuanian |
| Publication date |
2014 |
| CC license |
|
