Krasnoyarsk, Krasnoyarsk, Russian Federation
Krasnoyarsk, Russian Federation
UDC 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
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