Service Quality Assessment

In recent years, there has been an active development of market relations and an increase in the level of competition. Almost on a daily basis, new products and services appear for consumers, which affects the selectivity of buyers. A particularly striking example of this trend is the retail sector. This is why an increasing number of companies are paying attention to quality assessment. The relevance of this study is that, despite there is a fairly high degree of elaboration of issues about the quality of services, most aspects remain unresolved or are debatable. In Russia, the trade industry and small business sector is at the stage of formation and is beginning to grow. There is a need for continuous monitoring of the quality level of services in all areas of activity, determining competitive advantages and following the strategy in the field of quality management. The purpose of this study is to evaluate the quality of services provided by yhe company. In the course of the research, such methods as assortment analysis using ABC analysis, the "secret buyer" method, consumer surveys using the SERVQUAL method, and the calculation of the SQI index were used. The work is presented in three chapters. The first Chapter discusses the main theoretical approaches to quality management system. The second Chapter is aimed at studying the main methods of evaluating the quality of services, both from the company's perspective and from the perspective of consumers. The third Chapter contains direct information about the company, the results of the assessment of the current level of quality of services and recommendations.