ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS

Natalia Tereshchenko; Tatiana Vasineva

VAK Russia 5.2.3 UDC 339.37 UDC 658.64

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ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS

Published in Trade, service, food industry · Volume 4, Issue 4 · Pages 352–361 · Rubric: Service

Received: 31.05.2024 Accepted: 08.07.2024 Published: 25.11.2024

Authors

Natalia Tereshchenko

Tatiana Vasineva

Natalia Tereshchenko

Academic degree: doctor of economic sciences

Science rang: professor

Siberian Federal University professor · Depatment of Trade Business and Marketing · Russian Federation · Krasnoyarsk

Tatiana Vasineva

Siberian Federal University Russian Federation · Krasnoyarsk

ABSTRACT

In the context of digital transformation, services have become an integral part of retail trade. The relevance of this topic is due to the need for retailers to adapt to the changing needs of customers and improve the quality of their services in the context of digital transformation. Effective service quality assessment allows businesses to identify areas for improvement and increase customer satisfaction, which ultimately leads to increased sales and profitability. This article examines the concept of services, their features and various parameters for evaluating the quality of services. The terms of the service and its classification are also presented. The main focus of the article is on methods of evaluating services, such as the “SERVQUAL” model, the “Customer Satisfaction Index – CSI” index and the “Net Promoter Score – NPS” index. All three service assessment methods measure customer satisfaction. They provide businesses with feedback on how well they meet their customers' needs and expectations. Each method determines the advantages and disadvantages of the services provided by the enterprise, which is necessary for the analysis and improvement of service activities.

KEYWORDS

service, features of services, quality of services, retailers, assessment methods

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GOST

Tereshchenko N. N., Vasineva T. E. ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS // Trade, service, food industry. 2024. no. 4. pp. 352-361. URL: https://tsfi-mag.ru/en/nauka/publications/article/6a9c159732807fdbab86c272/assessment-of-retail-services-in-modern-conditions/view. (Date of access 04.10.2026).

MLA

Natalia Tereshchenko, Vasineva T. E.. "ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS." Trade, service, food industry 4.4 (2024): 352-361. URL: https://tsfi-mag.ru/en/nauka/publications/article/6a9c159732807fdbab86c272/assessment-of-retail-services-in-modern-conditions/view.

APA

Tereshchenko N. N., Vasineva T. E. (2024). ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS. Trade, service, food industry, 4(4), 352-361. URL: https://tsfi-mag.ru/en/nauka/publications/article/6a9c159732807fdbab86c272/assessment-of-retail-services-in-modern-conditions/view

Chicago

Natalia Tereshchenko, Vasineva T. E.. "ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS." Trade, service, food industry 4, no. 4 (2024): 352-361. URL: https://tsfi-mag.ru/en/nauka/publications/article/6a9c159732807fdbab86c272/assessment-of-retail-services-in-modern-conditions/view.

WIKI

{{cite journal | author = Tereshchenko N. N., Vasineva T. E. | title = ASSESSMENT OF RETAIL SERVICES IN MODERN CONDITIONS | journal = Trade, service, food industry | year = 2024 | volume = 4 | issue = 4 | pages = 352-361 | url = https://tsfi-mag.ru/en/nauka/publications/article/6a9c159732807fdbab86c272/assessment-of-retail-services-in-modern-conditions/view }}

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