| Abstract [eng] |
Recently, systems of customer service quality management have become increasingly popular, helping to maintain high quality communication with customers, monitor and control the quality of customer service. The aim of the thesis is to create a model that enables the organization to ensure comprehensive customer service quality supervision after identifying and analysing the factors of customer service quality (in the context of business-to-business). In the first part of the thesis, the analysis of the factors determining the quality of customer service is performed, identifying the factors that are important in the development and implementation of customer service quality supervision systems. A model of customer service quality supervision has been developed, the purpose of which is to optimize the quality of services provided by the organization, ensuring a continuous improvement at different stages of the service provision process. In the second part of the thesis, the service delivery process is grouped into three stages (initial contact with the customer of service, service design, service provision and post-provision service); the research methodology is grounded which consists of expert evaluation and survey of foreign and Lithuanian customers of the company. After conducting the analysis, in the third part of the work, according to the developed model of complex customer service quality supervision, the service provision process is divided into separate stages according to the compliance with the company’s business processes. The main goal of the model of customer service quality supervision is to increase the perceived value of the provided services by shortening the service delivery time and meeting the terms of the contract, improving the employee service process, considering the customer requirements and all resources related to the process. |
