Kvalita poskytování terénních sociálních služeb

This diploma thesis is focused on quality of providing field social services. The main objective is to realize a qualitative analysis of the particular services with the possibility of using the SERVQUAL method as an appropriate tool to assess and measure the quality of service from a customer perspective. The SERVQUAL model has undergone several modifications due to the specifics of the social services area. Five organisations providing field social services were selected to apply the model and conducted a questionnaire survey using the SERVQUAL method with six clients from each organization. For better understanding and evaluation of collected data, the SERVQUAL model is complemented by a qualitative investigations in the form of semi-structured interviews with the heads of the five selected organizations. Based on the SERVQUAL model evaluation, the benefits and pitfalls of the model application are formulated and the possibility of suitability and use of the model for social services is discussed. The final part of the thesis consists of several general recommendations to improve the quality of field social services.