title: ÐÐ°Ð¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹ Ð² ÑÐ¸ÑÑÐµÐ¼Ðµ Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ
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: Directions for increasing customer satisfaction in the enterprise quality management system
Creators: name: ÐÐ²ÑÑÐ°ÑÐµÐµÐ²Ð°, ÐÑÐµÐ½Ð¸Ñ
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: 2021
Subjects: Ð¾Ð¿ÑÐ¾Ñ
ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
ÑÐ¸ÑÑÐµÐ¼Ð° Ð¼ÐµÐ½ÐµÐ´Ð¶Ð¼ÐµÐ½ÑÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð°Ð½ÐºÐµÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÑ Ð¸ Ð¼ÐµÑÐ¾Ð´Ñ
Ð´Ð¾ÑÑÐ¾Ð²ÐµÑÐ½Ð¾ÑÑÑ
Ð²Ð¾Ð·Ð²ÑÐ°Ñ
Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ñ ÑÐ¾Ð·Ð½Ð¸ÑÐ½Ð¾Ð¹ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸
ÐºÐ°ÑÐµÑÑÐ²Ð¾
ÑÐµÑÐ²Ð¸Ñ
ÐºÐ¾ÑÑÐµÐºÑÐ¸ÑÑÑÑÐ¸Ðµ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ
survey
customer satisfaction
quality management system
questionnaire
tools and methods
reliability
returns
retail store
quality
service
corrective actions

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description: The theme of the final qualifying work: "Directions of increasing customer satisfaction in the quality management system of the enterprise." The object of the research is a retail store. The purpose of this study is to organize events to improve customer satisfaction in the quality management system of a retail store. In this work, the following tasks were solved: - analyzing the activities of the retail store from the point of view of ensuring customer satisfaction; - researching methods to improve customer satisfaction; - identifying areas for improving the quality management system; - taking corrective actions and developing recommendations for improvement; - verification of the changes made to the enterprise quality management system. In order to achieve this goal, a customer satisfaction assessment of the retail store was carried out, during which inappropriate factors and directions for increasing the degree of customer satisfaction were identified. With the help of the developed corrective measures, consumer satisfaction in the quality management system of the retail store has increased. Evaluation of the retail store activity allowed to calculate the indicators of customer satisfaction, the reliability of the data obtained, and contributed to an increase in the store's consumer satisfaction.