Krasnoyarsk, Krasnoyarsk, Russian Federation
Krasnoyarsk, Russian Federation
UDK 339.37
The presented article is devoted to the urgent problem of assessing and systematizing the properties that form the quality of services in the retail sector. The paper provides a critical analysis of existing scientific approaches to defining the concept and essence of service quality, with an emphasis on the specifics of retail trade. The author systematizes various properties of the quality of services in retail trade, highlighting the main and auxiliary ones, and suggests a structured approach to assessment that takes into account the multidimensional nature of this concept. Special attention is paid to adapting existing quality assessment models, such as SERVQUAL, CSI, NPS and others, for practical use in retail trade, taking into account current industry development trends, including digitalization. The adaptation of the method of graphical representation of competitiveness to visualize various factors of service quality is proposed. The article is a valuable contribution to the development of the theoretical foundations of quality management in retail trade. Systematization of key properties and adaptation of existing quality assessment models allows us to form a comprehensive understanding of the determining factors and problem areas, which creates the basis for developing effective strategies to increase customer satisfaction and strengthen the competitive advantages of retail enterprises.
quality of services, quality assessment, service, quality assessment models, retail trade
1. Bandurina, I. P., Meretukova, A. A. (2024). Criteria for assessing the quality of services in a service organization. Vector of Economics, 6(96), 20–24.
2. Kurochkina, A. Y. (2023). Quality management of services. Moscow: Yurait, 172.
3. Fleming, D. (2020). Quality management of services. Moscow: Alpina Business Books, 225.
4. Sokolova, S. A. (2025). Quality management. Moscow: INFRA-M, 267.
5. Nekhaychuk, D. V., Zborovsky, K. N. (2024). The concept of the quality of an organization's service. Regional development management: new challenges – new solutions: a collection of scientific papers based on the results of the international scientific and practical conference. Sevastopol: Plekhanov Russian University of Economics, 87–94.
6. Okhotina, N. M. (2016). Service activity. Yoshkar-Ola: Volga Region State Technological University, 115.
7. Gerasimov, G. V., Sharonov, M. A., Ilyukhin, G. I. (2020). Service activity. Moscow: KnoRus Publ., 312.
8. Sheveleva, V. M., Manakova, I. A. (2024). Evaluation of the quality of retail trade services. Young scientists in solving urgent problems of science: a collection of materials of the All-Russian scientific and practical conference. Krasnoyarsk: Siberian State University of Science and Technology named after Academician M. F. Reshetnev, 1066–1068.
9. Tereshchenko, N. N., Trusova, S. V. (2011). Methodological approaches to assessing the quality of services of retail enterprises: a monograph; Krasnoyarsk State Trade and Economic Institute. Krasnoyarsk, 166. EDN QVDQDP.
10. Cheglakova, L. S., Knyazev, I. D. (2024). Improving the quality of services and customer interaction. Current issues of modern economics, 6, 380–384.
11. Kolocheva, V. V. (2018). Quality management of services; NSTU. Novosibirsk, 99.
12. Lifits, I. M. (2023). Competitiveness of goods and services. Moscow: Yurait, 442. EDN CMROJH.
13. Tereshchenko, N. N., Yabrova, O. A., Sheshegova, E. V., Filippova, V. S. (2024). The quality of tourist services in the context of digitalization. Economics, Entrepreneurship and Law, Vol. 14, No. 2, 399–412. DOIhttps://doi.org/10.18334/epp.14.2.120576. EDN MBWXUG.
14. Shkapyak, V. O., Fursova, D. Y. (2024). Digital transformation in the service sector: from smart cities to personalized services. Ecosystem sustainability in conditions of digital instability: proceedings of the international scientific and practical conference. Simferopol: V. I. Vernadsky Crimean Federal University, 718–720.
15. Zaitsev, P. A., Onishchenko, D. S. (2024). Digitalization of business in the trade sphere as a tool for management at trade enterprises. Management of the XXI century: a look into the future: proceedings of the All-Russian (national) scientific and practical conference. Orel: I.S. Turgenev Orel State University, 398–410.
16. Nelyubina, N. N., Bezrukikh, Yu. A. (2024). The current state and prospects of digitalization of the service sector in Russia. Actual problems of aviation and cosmonautics: proceedings of the international scientific and practical conference. Krasnoyarsk: Siberian State University of Science and Technology named after Academician M.F. Reshetnev, 221–224.
17. Belugina, V. V., Politova, R. V. (2024). Digitalization of online services of service organizations. Actual problems of cognitive sciences: a collection of materials from the round table. Moscow: A. N. Kosygin Russian State University, 31–34.
18. Gribova, V. A. (2023). The term “service”: essence and differences. Internauka. Donetsk: Donetsk National University of Economics and Trade named after Mikhail Tugan-Baranovsky, 16–20.
19. GOST R 51304-2022. Trade services. General requirements : national standard of the Russian Federation. ConsultantPlus. [Electronic source] URL : http://www.consultant.ru/document/cons_doc_LAW_413616 (Date of access: 27.02.2025).
20. The “SERVQUAL” model is an effective way to measure service. [Electronic source] URL: https://4brain.ru/blog/model-servqual (Date of access: 28.02.2025).
21. Customer Satisfaction Index (CSI). [Electronic source] URL: https://okdesk.ru/blog/csi (Date of access: 28.02.2025).
22. NPS – consumer loyalty index. [Electronic source] URL: https://vc.ru/ensi/126471-nps-indeks-potrebitelsky-loyalnost (Date of access: 28.02.2025).
23. Tereshchenko, N. N., Vasineva, T. E. (2024). Evaluation of services by retailers in modern conditions. Trade, service, food industry, 4, 352–361.
24. Kuimov, V. V., Suslova, Ju. Ju., Shcherbenko, E. V., Vladimirova, O. N. et al. (2018). Organization of commercial activities in the market infrastructure. Theory and modern practices. Krasnoyarsk: Siberian Federal University, 545.
25. Ladyzhenko, S. N. (2024). Critical analysis of methods for assessing the competitiveness of hotel organizations. Trade, service, food industry, 4, 464–476.
