title: Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÑÐµÑÑ Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Improvement of quality of services in the real estate enterprise
Creators: name: ÐÐ¾Ð½Ð´Ð°ÑÑ, ÐÑÐ´Ð¼Ð¸Ð»Ð°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2020
Subjects: ÑÐµÑÐ²Ð¸Ñ
ÑÑÐµÑÐ° ÑÑÐ»ÑÐ³
ÐºÐ°ÑÐµÑÑÐ²Ð¾ ÑÑÐ»ÑÐ³
Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð¾ Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸
service
scope of services
quality of services
real estate agency

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÑÐµÑÑ Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸Â».
ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð²ÑÑÑÑÐ¿Ð°ÐµÑ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð¾ Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸ Â«Ð ÐÐÐ¢ÐÐ Ð ÐÐÐ¢Ð¬Â».
Ð¦ÐµÐ»Ñ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ â ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°ÑÑ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¸ Ð¿Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð° Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸ Â«Ð ÐÐÐ¢ÐÐ Ð ÐÐÐ¢Ð¬Â». ÐÐ°Ð´Ð°ÑÐ¸, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐµÑÐ°Ð»Ð¸ÑÑ Ð² ÑÐ¾Ð´Ðµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ:
1.ÐÐ·ÑÑÐµÐ½Ð¸Ðµ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¾ÑÐ½Ð¾Ð² ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ ÑÑÐ»ÑÐ³.
2.ÐÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐµÐ¸Ð¼ÑÑÐµÑÑÐ² Ð¸ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¾Ð² Ð² ÐºÐ°ÑÐµÑÑÐ²Ðµ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð¾Ð¼ Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸ Â«Ð ÐÐÐ¢ÐÐ Ð ÐÐÐ¢Ð¬Â».
3.Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð° Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸ Â«Ð ÐÐÐ¢ÐÐ Ð ÐÐÐ¢Ð¬Â».
Ð¡ Ð¿Ð¾Ð¼Ð¾ÑÑÑ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾Ð², ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¾Ð±ÑÐ°ÑÐ½Ð¾Ð¹ ÑÐ²ÑÐ·Ð¸, Ð±ÑÐ»Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¸ Ð¿ÑÐ¸ Ð¾ÐºÐ°Ð·Ð°Ð½Ð¸Ð¸ ÑÑÐ»ÑÐ³, ÐºÐ¾ÑÐ¾ÑÑÐµ Ð¾ÑÑÐ¸ÑÐ°ÑÐµÐ»ÑÐ½Ð¾ ÑÐºÐ°Ð·ÑÐ²Ð°ÑÑÑÑ Ð½Ð° ÑÐ°Ð±Ð¾ÑÐµ Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð° Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸.
ÐÐ»Ñ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³ Ð±ÑÐ»Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ñ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¸, ÑÐ°ÐºÐ¸Ðµ ÐºÐ°Ðº: Ð²Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ¸ SERVQUAL, ÑÐ¾Ð·Ð´Ð°Ð½Ð¸Ðµ ÑÑÐ°Ð½Ð´Ð°ÑÑÐ° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², ÑÐ°ÑÑÐ¸ÑÐµÐ½Ð¸Ðµ ÑÐ¿ÐµÐºÑÑÐ° ÑÑÐ»ÑÐ³, Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð° Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ Ð´Ð»Ñ ÑÐ¾ÑÑÑÐ´Ð½Ð¸ÐºÐ¾Ð² Ð°Ð³ÐµÐ½ÑÑÑÐ²Ð° Ð½ÐµÐ´Ð²Ð¸Ð¶Ð¸Ð¼Ð¾ÑÑÐ¸ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ðµ CRM-ÑÐ¸ÑÑÐµÐ¼Ñ.
description: The subject of the graduate qualification work is âImprovement of quality of services in the real estate enterpriseâ.
The objects of research are the real estate agency âLIVING IN PETERâ.
The purpose of the final qualification work is to develop recommendations to improve the quality of service of the real estate agency "IN PETER LIVE". Tasks that were solved during the study:
1. The study of the theoretical foundations of service quality management.
2. Identification of advantages and disadvantages in the quality of services provided by the real estate agency âIN PETER LIVEâ.
3.Development of recommendations for improving the quality of services of the real estate agency âTO LIVE IN PETERâ.
Through analysis of competitors, implementation of processes and analysis of feedback, shortcomings were identified in the provision of services that adversely affect the work of a real estate agency.
To improve the quality of services, recommendations were developed and proposed, such as: introducing the SERVQUAL methodology, creating a customer service standard, expanding the range of services, a training program for employees of a real estate agency, and implementing a CRM system.