Ensuring the quality and competitiveness of services

Abstract

Ensuring the quality and competitiveness of services

Makarova L.V., Konovalova S.V.

Incoming article date: 22.02.2018

In modern market conditions, the consumer acts as an arbiter, therefore it is unacceptable not to take into account the client's satisfaction factor. In this regard, one of the basic principles of quality management is customer orientation. In a strategic sense, customer orientation improves the performance and competitiveness of the organization; provides aggregate quality management services, analysis of customer needs, positive profit dynamics, augmenting book value, finding new customers. One of the modern approaches to assessing the quality (competitiveness) of services is the use of the SERVQUAL methodology. The paper presents the results of the analysis of the quality of the services provided for maintenance and calibration of measuring instruments by the example of LLC "RMC".

Keywords: service, quality criteria, evaluation of importance, Likert scale