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The aim of this article is to present the analysis of of the final thesis preparation process by appling a combination of SERVQUAL and importance-performance analysis. The scores of the parameters of tangibility, accountability, reliability, reliability, assurance and empathy were calculated. The results showed that among the students' expectations and perceptions, empathy has the highest gap across all the metrics and reliability has the lowest gap. Similar results were obtained in both academic years. The importance-performance analysis (IPA) method was used to present and analyse the results obtained. The attributes that need urgent attention as they may lead to customer dissatisfaction were identified. These are that lecturers should treat students equally and with respect and that the faculty should take student feedback into account in improving the processes of preparing and defending theses. [ABSTRACT FROM AUTHOR]

Extensive research of mobile financial services has been conducted in digital finance, FinTech, blockchain and cryptocurrencies. These new technologies and products are changing the financial services industry. It is critically important to know how customers will accept these changes. This article aims to discuss the inclusion of Mobile services in the financial sector and how users are likely to adopt mobile financial applications (MFA). Empirical investigation was conducted into what a customer considers to be most important when using MFA and the correlation between level of income of the user and adoption of MFA in Lithuania and in Germany. The findings show that income influences the adoption of MFA in Lithuania, but has no effect in Germany. Also, the key factors of using MFA are: security, comfortability, fast performance and cost. In addition to analysing results, new recommendations are proposed to improve future mobile financial services. [ABSTRACT FROM AUTHOR]