Viešųjų paslaugų kokybės valdymo savitumai Lietuvos savivaldybėse

Abstract

This paper analyses the public service quality management in Lithuanian municipalities. Increasing requirements to the quality of services is altering their quality management, so the study is seeking to reveal what quality management models and tools are applied by the municipalities in Lithuania in order to improve the quality management of public services. Grounded by the scientific literature analysis and by the authors’ conducted quantitative research results (September–November, 2015), the article is presenting the public services quality management techniques, their application advantages, disadvantages and is analysing the possible improvements of public service quality management in Lithuanian municipalities.