title: Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÑÐµÑÑ ÑÑÐ»ÑÐ³ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ¾Ð² Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Improving performances of a service sector enterprise based on quality management tools
Creators: name: ÐÑÐ·Ð½ÐµÑÐ¾Ð²Ð°, ÐÑÐ¸Ð½Ð°
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: ÐºÐ°ÑÐµÑÑÐ²Ð¾ ÑÑÐ»ÑÐ³
ÑÑÐµÑÐ° Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ
ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼
ÑÐ¸ÑÐ½ÐµÑ
Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»Ð¸
Ð¾ÑÐµÐ½ÐºÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð°Ð½ÐºÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ðµ Ð²Ð¾ÑÐ¿ÑÐ¸ÑÑÐ¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð°
quality of services
service
quality management
fitness
consumers
quality assessment
questionnaire
improvement of quality perception

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ ÑÐ¸ÑÐ½ÐµÑ-ÐºÐ»ÑÐ±Ð° World Class ÐÑÐ»Ð°Ð½ÑÐ¸Ðº Ð¡Ð¸ÑÐ¸ Ñ ÑÐµÐ»ÑÑ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³ Ð¸ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹. 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°ÐºÑÐµÐ¿Ð»ÐµÐ½Ð¸Ðµ Ð¸ ÑÐ°ÑÑÐ¸ÑÐµÐ½Ð¸Ðµ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¸ Ð¿ÑÐ°ÐºÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð·Ð½Ð°Ð½Ð¸Ð¹, ÑÐ¼ÐµÐ½Ð¸Ð¹ Ð¸ Ð½Ð°Ð²ÑÐºÐ¾Ð² Ð² Ð¾Ð±Ð»Ð°ÑÑÐ¸ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼, Ð¿Ð¾Ð»ÑÑÐµÐ½Ð½ÑÑ Ð·Ð° Ð²ÑÐµÐ¼Ñ Ð¾Ð±ÑÑÐµÐ½Ð¸Ñ.
2. ÐÐ½Ð°Ð»Ð¸Ð· Ð°ÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³.
3. ÐÐ·Ð½Ð°ÐºÐ¾Ð¼Ð»ÐµÐ½Ð¸Ðµ ÑÐ¾ ÑÐ¿ÐµÑÐ¸ÑÐ¸ÐºÐ¾Ð¹ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÑÐµÑÑ ÑÑÐ»ÑÐ³.
4. ÐÐ·ÑÑÐµÐ½Ð¸Ðµ ÑÑÑÑÐºÑÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð¾ÑÐ½Ð¾Ð²Ð½ÑÑ ÑÑÐ½ÐºÑÐ¸Ð¹ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½ÑÐµÑÐºÐ¸Ñ Ð¿Ð¾Ð´ÑÐ°Ð·Ð´ÐµÐ»ÐµÐ½Ð¸Ð¹.
5. ÐÐ¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ðµ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼, Ð²Ð»Ð¸ÑÑÑÐ¸Ñ Ð½Ð° ÐºÐ°ÑÐµÑÑÐ²Ð¾ ÑÑÐ»ÑÐ³, Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸ÐµÐ¹.
6. ÐÐ·Ð½Ð°ÐºÐ¾Ð¼Ð»ÐµÐ½Ð¸Ðµ Ñ ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²ÑÐ¼Ð¸ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼Ð¸ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ.
7. ÐÐ±Ð¾Ð±ÑÐµÐ½Ð¸Ðµ Ð¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¿Ð¾Ð»ÑÑÐµÐ½Ð½Ð¾Ð¹ Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸.
8. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ðµ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³.
Ð Ð°Ð±Ð¾ÑÐ° Ð¿ÑÐ¾Ð²Ð¾Ð´Ð¸Ð»Ð°ÑÑ Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÑÐ¸ÑÐ½ÐµÑ-ÐºÐ»ÑÐ±Ð° World Class ÐÑÐ»Ð°Ð½ÑÐ¸Ðº Ð¡Ð¸ÑÐ¸. Ð ÑÐ¾Ð´Ðµ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ»Ð¸ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ñ Ð¾ÑÐ¾Ð±ÐµÐ½Ð½Ð¾ÑÑÐ¸ ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð² ÑÑÐµÑÐµ ÑÑÐ»ÑÐ³, ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ñ Ð¼ÐµÑÐ¾Ð´Ñ Ð¸ Ð¼Ð¾Ð´ÐµÐ»Ð¸ Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³. ÐÐ»Ñ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÑÐ»ÑÐ³, Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ Ð² ÑÐ¸ÑÐ½ÐµÑ-ÐºÐ»ÑÐ±Ðµ, Ð±ÑÐ» Ð²ÑÐ±ÑÐ°Ð½ Ð¼ÐµÑÐ¾Ð´ Ð¼Ð¾Ð½Ð¸ÑÐ¾ÑÐ¸Ð½Ð³Ð° ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹, Ð±ÑÐ»Ð¾ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¾ Ð°Ð½ÐºÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¾ÑÐ·ÑÐ²Ð¾Ð² ÑÐ»ÐµÐ½Ð¾Ð² ÐºÐ»ÑÐ±Ð° Ð² ÑÐµÐ»ÑÑ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ñ ÑÐ»Ð°Ð±ÑÑ Ð¼ÐµÑÑ Ð² ÐºÐ°ÑÐµÑÑÐ²Ðµ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ.
ÐÐ¾ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ°Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð±ÑÐ» Ð²ÑÑÐ²Ð»ÐµÐ½ ÑÑÐ´ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¿Ð¾ Ð¸Ñ ÑÐµÑÐµÐ½Ð¸Ñ. Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¸ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ñ ÑÐ°ÑÑÐµÑÐ¾Ð² Ð±ÑÐ»Ð¾ Ð¿ÑÐ¸Ð½ÑÑÐ¾ ÑÐµÑÐµÐ½Ð¸Ðµ Ð¾ Ð²ÑÐ³Ð¾Ð´Ð½Ð¾ÑÑÐ¸ Ð´Ð°Ð½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹, Ð° ÑÐ°ÐºÐ¶Ðµ Ð¾Ð± Ð¸Ñ Ð°ÐºÑÑÐ°Ð»ÑÐ½Ð¾ÑÑÐ¸ Ð¸ Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼Ð¾ÑÑÐ¸ Ð´Ð»Ñ Ð¾ÑÑÑÐµÑÑÐ²Ð»ÐµÐ½Ð¸Ñ.
description: This work is devoted to improving the activities of the World Class Atlantic City fitness club in order to improve the quality of services provided and increase customer satisfaction.
Tasks that were solved during the study:
1. Consolidation and expansion of theoretical and practical knowledge, skills in the field of quality management obtained during training.
2. Analysis of the relevance of the problem of assessing the quality of services.
3. Familiarization with the specifics of the activities of the organization of the service sector.
4. The study of the structure of the enterprise, the main functions of management units.
5. Identification and analysis of problems affecting the quality of services provided by the company.
6. Familiarization with the financial results of the company.
7. Generalization and processing of information received.
8. Development and proposal of measures to improve the quality of services.
The work was carried out on the example of the World Class Atlantic City fitness club. During the work, the features of quality management in the service sector were investigated, methods and models for assessing the quality of services were considered. To analyze the quality of services provided in the fitness club, the method of monitoring customer satisfaction was chosen, a survey was conducted and analysis of feedback from club members in order to identify weaknesses in the quality of service.
Based on the results of the study, a number of problems were identified and measures were developed to solve them. As a result of the analysis and economic calculations, a decision was made on the profitability of these measures, as well as on their relevance and necessity for implementation.