Managing Service Quality (Case Service Organization)

The relevance of the chosen topic is due to the fact that in the modern economic environment, the study of basic management methods and improving the quality of services makes it possible to increase the efficiency of the food delivery system, which in turn leads to an increase in the company's profit, and strengthening competitive positions, as well as improving the quality of customer service. Using the principles and methods of service organization management allows you to reduce the time interval of deliveries, reduce the cost of storing goods and make the process of transmitting information even more time-efficient and relevant in its reliability. Relevant for Yandex.Food" will be an assessment of the quality of services. After all, " Yandex.Food " in the market takes only 22%, compared to its competitor "Delivery Club", and this means that "Yandex.Food " there are certain disadvantages in the quality of services provided, which affect the organization's profit. The problem of "Yandex. Food" is that customers complain about the poor quality of service: due to poor conditions and speed of delivery, the freshness and appearance of food are spoiled. In particular, for 30-60 minutes of delivery, the crispy bun loses its properties - "one of the main components of the signature dish". The purpose of this study was to develop recommendations for improving the quality of services provided by "Yandex.Food". The study was made by the system approach, methods of economic and statistical analysis, grouping, graphical modeling, expert evaluation, secret buyer method. To obtain analytical information, we used data from statistical reports, internal, in particular, accounting statements of the enterprise. As a result, recommendations were developed for assessing the quality of service for the factors inherent in various options for food delivery based on a mixed method of assessing the quality level, based on the calculation of individual indicators and integrating them into a comprehensive assessment, while the use of a mixed delivery route became a feature of the expert assessment; recommendations for application of the methods of continuous measurement and improvement of service quality known as servqual to assess the service satisfaction of customers, practical application which gives you the ability to see which clients are in good and close to complete satisfaction with the quality of services and most of all not satisfied with the level of service quality that helps to form an idea about the status of the quality management system in t company to continue to have the ability to adjust the quality of the services, this will increase the commitment of existing customers to the company and attract new ones.