Practical approaches to forming of services quality
Journal Title: Формування ринкових відносин в Україні. Збірник наукових праць - Year 2018, Vol 6, Issue 6
Abstract
The problems of service’s quality are analyzed, considering four main specified features of services, such as impalpability, inseparability from the source, inconstancy, non–suitability for storage. The role of subjective and human factors is considered to be the one of main problems in effective organization of service. The possible actions of minimization of negative influence of the human factor on service quality are determined. The first group of actions is connected with establishing clear requirements to the service staff and also with the effectively organized of internal marketing. The last one is connected with the effective system of motivation, which must ensure high quality of service process during interaction between service staff and client. The second group of actions is associated with involvement of the consumer in the process of providing the service. The existing approaches to the service quality are analyzed and systematized. The concept of service quality is considered as the combination of two components: quality of service process and quality of service result. The factors of influence on each component are determined. Quality of service process depends on the quality of interaction between service staff and client, the effectiveness of service process organization in time and space and the atmosphere of service provision. Quality of service result deals with the level of professional qualification of staff, quality of equipment and materials and level of innovativeness of technologies. The quality of process is considered as the psychological and hedonistic quality, while the quality of result is considered to be the rational quality. The existing services are proposed to be divided into two groups: the services, for which the quality of result and the quality of process can be clearly delineated, and the services, for which the quality of process makes the quality of the result.
Authors and Affiliations
S. TKACHUK, V. STETSENKO
Keywords
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- EP ID EP398972
- DOI 10.5281/zenodo.1400800
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