Development of a Control System for Consumers Impression

The project proposal is devoted to the Development of a Control System for Consumers Impression. The practical problem of research to be solved is how to increase the competitiveness of an enterprise in the service sector by providing a positive impression on consumers. In this regard, the main purpose of the work is to develop a system for managing the impression of consumers of services and their subsequent consumer behavior. To solve the problem and achieve the goal, existing approaches to the notions of "impression" and "consumer experience" were systematized, an analysis of existing models of consumer experience was made, the author's model of the process of forming a consumer impression was created, aspects of its formation were revealed, features of consumer decision making in the hotel industry, consumers were segmented and the target audience of the Ibis Nizhny Novgorod hotel was identified , and based on a survey of the target audience the factors affecting the consumer's impression were identified. Based on the existing research and conducted a questionnaire survey, an authorial system for Control System for Consumers Impression in the service sector was proposed, which allows solving a number of the following tasks: 1. Increase in profit; 2. Forming a positive reputation of the company; 3. Providing repeat sales; 4. Increase in the number of recommendations; 5. Attracting the customer's attention to the company.