Download PDF | Downoads: 56
Abstract:Determining the degree of satisfaction with the quality of customer service is an important strategic task of trade organizations. The modern consumer has become more demanding both to the goods and services themselves and to the quality of their provision. His choice is more balanced, rational in spending. At the same time, the relationship of retail trade organizations with customers is influenced by global macroeconomic trends, including the popularization of the electronic environment. The availability of trade offers and loyalty programs in the electronic environment, social networks are integral components that affect the overall impression of customers and determine the quality of service.
The quality and culture of service determine the desire of the consumer to go to the store, to return there again, to make a purchase, and therefore affect the efficiency of trading companies.
The relevance of the topic of this article is due to the concretization of indicators and methods by which you can assess the quality of trade services as a factor of competitiveness.
Keywords:consumer behavior, methods of assessment of quality of service, quality of trade service, trade service
JEL-Classification: D12, F01, L81
References (transliterated):Deputatova E.Yu., Zvereva A.O., Ilyashenko S.B. (2018). Metodika otsenki i faktory povysheniya kachestva obsluzhivaniya v roznichnoy torgovle [Methods of evaluation and factors of improving the quality of service in retail trade] M.: Izdatelsko-torgovaya korporatsiya «Dashkov i Ko». (in Russian).
Ivanov G.G., Orlov S.L. (2013). Sotsialnye aspekty predprinimatelstva v torgovle [Social Aspects of Entrepreneurship in Trade]. The Review of Economy, the Law and Sociology. (1). 56-62. (in Russian).
Kalugina S.A., Makarov A.A. (2016). Aspekty otsenki raboty personala torgovoy organizatsii v kontekste kultury obsluzhivaniya [Aspects of evaluating the work of staff in the context of a culture of service]. Modern trends in the development of science and technology (Sovremennyye tendentsii razvitiya nauki i tekhnologiy). (11-11). 52-55. (in Russian).
Krasilnikova E.A., Nikishin A.F. (2018). Regionalnyy riteyl Rossiyskoy Federatsii: tendentsii i perspektivy [Regional retail of the Russian Federation: trends and prospects]. Russian Journal of Entrepreneurship. 19 (3). 763-774. (in Russian). doi: 10.18334/rp.19.3.38839.
Leonova Yu.G., Shipilova S.S. (2017). Formirovanie loyalnosti pokupateley v elektronnoy torgovle [Formation of customer loyalty in e-Commerce] Modern problems and perspective directions of innovative development of science. 76-79. (in Russian).
Panasenko S.V., Ramazanov I.A. (2018). Neyrotekhnologii vizualnogo merchandayzinga v roznichnoy torgovle [Neurotechnologies of visual merchandizing in retail trade]. Russian Journal of Entrepreneurship. 19 (3). 657-670. (in Russian). doi: 10.18334/rp.19.3.38823.
Pankina T.V., Nikishin A.F., Boykova A.V. (2018). Privlechenie i uderzhanie pokupateley v elektronnoy torgovle [Attraction and retention of customers in e-commerce]. Russian Journal of Entrepreneurship. 19 (3). 683-696. (in Russian). doi: 10.18334/rp.19.3.38826.
Uryaseva T.I., Kalugina S.A., Cheglov V.P. (2018). Differentsiatsiya podkhodov k otsenke udovletvorennosti potrebitelya kachestvom torgovogo obsluzhivaniya i mekhanizmy ego podderzhaniya [Differentiation of approaches to the assessment of customer satisfaction with the quality of trade services and mechanisms for its maintenance]. Russian Journal of Entrepreneurship. 19 (3). 643-656. (in Russian).
Zvereva A.O., Leonova Yu.G. (2018). Omnikanalnye prodazhi roznichnyh torgovyh organizatsiy v kontekste tendentsiy razvitiya rynka detskikh tovarov [Omnichannel sales of retail trade organizations in the context of trends in the development of the children’s goods market]. Russian Journal of Entrepreneurship. 19 (3). 813-824. (in Russian). doi: 10.18334/rp.19.3.38842.
Zhalobnaya kniga. Retrieved from https://vkusvill.ru/articles
Issledovanie: 43% rossiyskikh riteylerov schitayut razvitie IT klyuchevym dvigatelem biznesaRetailLoyalty. (in Russian). Retrieved from https://new-retail.ru