Factors affecting the quality of commercial services
https://doi.org/10.35854/1998-1627-2022-2-176-184
Abstract
Aim. The presented study aims to investigate the essence of factors and the degree of their influence. Based on this information, the authors aim to determine criteria for identifying classification features and to substantiate the need for a clear ranking of these factors as part of a general methodology for assessing the quality of commercial services.
Tasks. The study analyzes existing scientific approaches to the classification of factors affecting the quality of commercial services, develops an original classification, and proposes measures aimed at reducing the negative impact on the overall level of commercial services.
Methods. This study is based on the principles of fundamental theoretical and practical research in the field of systematization of factors affecting the quality of service and the degree of their influence, as well as theoretical methods of cognition, including deduction and abstraction.
Results. Several scientific approaches of Russian scientists and economists to the classification of factors affecting the quality of commercial services and the overall level of commercial services are investigated. An original classification of factors is developed, and a correlation between the quality of services and the competitiveness of the enterprise is revealed. Consumer perception of the quality of commercial services under the influence of external and internal factors is investigated. Measures aimed at reducing the negative impact of factors on the quality of commercial services are proposed.
Conclusions. The proposals formulated in the study can be used in identifying tools and methods for analyzing the quality of commercial services as well as in developing a general methodology for assessing the level of commercial services within the framework of existing regulatory legal acts, including state standards.
About the Author
O. N. Gutnikova
V. I. Vernadsky Crimean Federal University
Russian Federation
Russian Federation
Ol'ga N. Gutnikova, PhD in Economics, Associate Professor of the Department of Marketing, Trade and Customs Institute of Economics and Management
4 Vernadskogo Ave., Simferopol, Republic of Crimea, 295007
SPIN-code: 3898-5181
References
1. Gutnikova O.N. Main directions of quality control of trade services. In: Actual problems of commerce and entrepreneurship. Proc. 6th Region. sci.-pract. conf. of young scientists, postgraduates and students. Simferopol: V.I. Vernadsky Crimean Federal University; 2021:16-18. (In Russ.).
2. Gutnikova O.N. The quality of trade services as an economic category in the marketing system. Vestnik Rossiiskogo universiteta kooperatsii = Vestnik of the Russian University of Cooperation. 2021;(2):19-23. (In Russ.). DOI: 10.52623/2227-4383-2-44-3
3. Fadeeva N.V. Methodology for assessing the quality of services. Vestnik Tambovskogo gosudarstvennogo tekhnicheskogo universiteta = Transactions of the Tambov State Technical University. 2012;18(2):484-492. (In Russ.).
4. Amirova M.M., Payzullaeva Z.K. The modern approach, quality and problems of servicing of customers in retail. Regional’nye problemy preobrazovaniya ekonomiki = Regional Problems of Economic Transformation. 2018;(10):68-75. (In Russ.). DOI: 10.26726/1812-7096-2018-10-68-75
5. Nikitin V.A., Filoncheva V.V. Quality management based on ISO 9000:2000 standards: Policy, evaluation, formation. St. Petersburg: Piter Print; 2004. 126 p. (In Russ.).
6. Chernukhina G.N., Chernukhin A.M. Managing unique sales technologies. Problemy teorii i praktiki upravleniya = Theoretical and Practical Aspects of Management. 2021;(3):169-184. (In Russ.). DOI: 10.46486/0234-4505-2021-3-169-184
7. Burmistrova N.A. Management of the quality of trade services in retail trade. In: Theory and practice of management and marketing. Proc. 7th Int. sci.-pract. conf. Minsk: Magic Book; 2006:43-44. (In Russ.).
8. Tarasova E.E., Kadatskaya D.V. Research of factors influencing the quality of trade services in retail trade enterprises of consumer cooperation. Vestnik Belgorodskogo universiteta kooperatsii, ekonomiki i prava = Herald of the Belgorod University of Cooperation, Economics and Law. 2013;(1):14-24. (In Russ.).
9. Tarasova E.E., Kadatskaya D.V. Methodology for a comprehensive assessment of the quality of trade services for the population in retail trade enterprises. Vestnik Belgorodskogo universiteta kooperatsii, ekonomiki i prava = Herald of the Belgorod University of Cooperation, Economics and Law. 2011;(4):64-79. (In Russ.).
10. Bass A.Yu., Razomasova E.A. Services and entrepreneurship in economic development. EKO: vserossiiskii ekonomicheskii zhurnal = ECO Journal. 2009;(2):76-93. (In Russ.).
11. Nazarova O.A. Factors that determine the quality of service in retail chains. Ekonomika i upravlenie v XXI veke: tendentsii razvitiya. 2015;(23):68-73. (In Russ.).
12. Zakharova E.Yu. Assessment of factors that determine the quality of services. Sovremennye nauchnye issledovaniya i innovatsii = Modern Scientific Researches and Innovations. 2017;(6):40. URL: https://web.snauka.ru/issues/2017/06/83312 (accessed on 04.10.2021). (In Russ.).
13. Seliverstov A.S., Semidotchenko A.R., Postnov V.V., Utkin D.Yu. On the issue of identifying factors affecting the quality of finished products. Molodoi uchenyi = Young Scientist. 2020;(7):186-188. (In Russ.).
14. Kazyaeva I.A. The factors influencing quality of production. Sovremennye nauchnye issledovaniya i innovatsii = Modern Scientific Researches and Innovations. 2016;(6):334-339. URL: https://web.snauka.ru/issues/2016/06/68914 (accessed on 31.07.2021). (In Russ.).
15. Prushkovsky L.V. Evaluation of the quality system of trade services in retail businesses and its rationale. Nauchnyi rezul’tat. Tekhnologii biznesa i servisa = Research Result. Business and Service Technologies. 2017;3(2):51-59. (In Russ.).
16. Deputatova E.Yu., Zvereva A.O. Trade services quality as a factor of competitiveness in the era of globalization. Rossiiskoe predprinimatel’stvo = Russian Journal of Entrepreneurship. 2018;19(11):3403-3412. (In Russ.). DOI: 10.18334/rp.19.11.39581
17. Radzhabov F.R. Competitiveness and quality of services and their place in the marketing strategy of a service enterprise. Transportnoe delo Rossii = Transport Business of Russia. 2006;(12-1):42-44. (In Russ.).
18. Timir’yanova V.M., Zhilina E.V. Quality and culture of service as a factor of competitiveness. Molodoi uchenyi = Young Scientist. 2015;(9):734-738. (In Russ.).
19. Glichev A.V. Fundamentals of product quality management. Moscow: Standarty i kachestvo; 2001. 424 p. (In Russ.).
20. Gutnikova O.N. The problems of the legal regulation of the assessment of trade service quality. Standarty i kachestvo = Standards and Quality. 2021;(3):58-62. (In Russ.). DOI: 10.35400/0038-9692-2021-3-58-62
Review
For citations:
Gutnikova O.N. Factors affecting the quality of commercial services. Economics and Management. 2022;28(2):176-184. (In Russ.) https://doi.org/10.35854/1998-1627-2022-2-176-184
Views:
490
