Indicators of Quality Assessment of Services in the Business Sector

Аннотация

Economically developed countries are characterized by the leading position of the service sector in socio-economic life. This is confirmed by the increase in the number of people engaged in this field, the increase in the volume and range of services offered. Among the main trends inherent in the modern service sector, the following can be noted. First, the further expansion of the service sector, including the emergence of service functions and an increase in their special share in the overall activities of industrial enterprises: after-sales service, brand trade and other forms of approaching the enterprise to consumers. products. Secondly, service functions are included in the composition of products as an important component that provides competitive advantages, for example, the presence of a menu of various service functions in modern goods such as televisions, telephones, computers. Thus, the traditional concept of a product is expanding, going beyond the boundaries of direct interaction between the supplier and the consumer and reflecting the results of the supplier's internal activities to meet the requirements of the consumer. Thirdly, there is a further differentiation of service levels that characterize the capabilities and needs of customers. For example, it is necessary to note homogeneous services offered separately for professionals and amateurs, wealthy and underprivileged people, as well as exclusive services distinguished by high standards and speed of service. Fourth, significant changes have occurred in the legislation, primarily in terms of expanding the rights of customers in relations with the service sector, where the issues of protecting the rights of consumers of products and services play the role of a powerful incentive ensuring their quality. In general, it can be concluded that the level of development of the service sector is one of the most important features of the development of modern society - its social orientation. A similar position is found in the concept of a post-industrial society proposed by foreign researchers, where the advantage of the service sector over the manufacturing sector is also noted.