FEATURES OF SERVICE QUALITY EVALUATION IN TRADING COMPANIES
Journal Title: Проблеми і перспективи розвитку підприємництва - Year 2015, Vol 1, Issue 2
Abstract
Competition in the commercial field requires developing new methods and approaches to service quality evaluation and information acquisition concerning the preferences and demands of potential customers, processes of improving the quality of consumer service. The aim of the article is to define the main approaches to comprehension of the concept of service quality and methods of its determination in mercantile business. The definition of "quality" in terms of many-sided analysis as economic category is analyzed. The quality is characterized as a multifaceted concept that combines various characteristics that are aimed at satisfying established or alleged physical or subjective needs with respect to the degree of meeting the requirements. Service activities are defined as a process that is implemented through application of the elements of trade, labour and material resources of the entity and fulfillment of the functions aimed at meeting the customer’s requirements. The criteria used by the customer to evaluate the service quality are as follows: reliability, responsiveness, security, mutual understanding between the buyer and the seller, evidence. The measuring approach to quality evaluation of trade services considers the indicators of the state of retail trade network. It is founded that the service quality in mercantile business has subjective nature, a high degree of uncertainty and determines satisfaction of existing and potential needs, requests and expectations of customers of proposed (received) services. Quality services fall under proper criteria of measurements and methods to determine the degree of achievement of the eventual outcome. In the mercantile business it is necessary to take into account various parameters that will make possible to determine the quality of offered service within the specified characteristics, to analyze the results and improve the service system.
Authors and Affiliations
Vitaliy Kruglov, Alina Fedoriva
Keywords
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