Service Quality Assessment (Case of Manicure Services of the Beauty Bar "X")

As part of this thesis paper achieved its goal to develop recommendations to improve the quality of the nail services Beauty Bar "X" in Korolev. To accomplish this goal was fulfilled a number of tasks: • Systematized approaches to define and assess quality of services; • Characterized the business procedures and external environment of the company Beauty Bar "X"; • Сonductedthe analysis of selected services' quality; • Identified the causes of customer dissatisfaction with the quality of the nail services in the company; • Provided recommendations for the company Beauty Bar "X" to improve the quality level of nail services; To perform these tasks the basic concepts and approaches of the quality of services assessment were analysed, such as the GAP-model, SERVQUAL, zone of tolerance, two-factor model Grandeza K. and others. Due to the results of the Beauty Bar "X" analysis the quality of the services provided was identified as the key weakness, which causes the downward trend in revenues and the low rate of customer loyalty. To assess the quality of the nail services of Beauty Bar "X", author used the following tools: GAP analysis model, a survey using the SERVQUAL methodology and analysis of the zone of tolerance. To improve the quality of the nail services, the researcher proposed a number of specific recommendations, by following which the organization will firstly be able to improve the control over the quality of services, enhance the reputation as a reliable nail services provider and acquire loyal customers.