title: ÐÐ¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹
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 the quality of market service to consumers
Creators: name: Ð¨Ð°Ð»ÑÐ³Ð¸Ð½Ð°, ÐÐ½Ð½Ð°
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: 2022
Subjects: ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ðµ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ðµ
ÐºÐ°ÑÐµÑÑÐ²Ð¾
Ð¾Ð¼Ð½Ð¸ÐºÐ°Ð½Ð°Ð»ÑÐ½Ð¾ÑÑÑ
ÑÐ¾ÑÐ³Ð¾Ð²Ð¾-ÑÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¸Ð¹ Ð¿ÑÐ¾ÑÐµÑÑ
Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑ
trade service
quality
omnichannel
trade and technological process
business process

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«ÐÐ¾Ð²ÑÑÐµÐ½Ð¸Ðµ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¿Ð¾ÑÑÐµÐ±Ð¸ÑÐµÐ»ÐµÐ¹Â». ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐµ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ð° Â«Ð.ÐÐ¸Ð´ÐµÐ¾Â» Ð² Ð¢Ð Ð¨ÐºÐ¸Ð¿ÐµÑÑÐºÐ¸Ð¹ Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÐµÐ³Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ. ÐÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð¶ÐµÐ½Ð¸Ñ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐµÐ»Ð¸ Ð² ÑÐ¾Ð´Ðµ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ Ð´Ð°Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ»Ð¸ ÑÐµÑÐµÐ½Ð¸Ð¸ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: ÐÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ñ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¾ÑÐ½Ð¾Ð²Ñ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾-ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ ÑÐ¾ÑÐ³Ð¾Ð²Ð»Ð¸. ÐÑÐ¿Ð¾Ð»Ð½ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¼ÐµÑÐ¾Ð´Ð¾Ð² Ð¸ Ð¸Ð½ÑÑÑÑÐ¼ÐµÐ½ÑÐ¾Ð² Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸ÑÑ. ÐÐ¾Ð´ÑÐ¾Ð±Ð½Ð¾ Ð¸Ð·ÑÑÐµÐ½Ð° Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐ° SERVQUAL. ÐÐ°Ð½Ð° Ð¾ÑÐµÐ½ÐºÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÑÑÑÐºÑÑÑÐµ, ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²Ð¾-ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¼Ñ Ð¸ ÑÑÐ½Ð¾ÑÐ½Ð¾Ð¼Ñ Ð¿Ð¾Ð»Ð¾Ð¶ÐµÐ½Ð¸Ñ Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÑÐµÐ¼Ð¾Ð³Ð¾ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÑÐ¿Ð¾Ð»Ð½ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾-ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸ÑÐµÑÐºÐ¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² Ð² Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ðµ Â«Ð.ÐÐ¸Ð´ÐµÐ¾Â». ÐÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð² Ð´Ð°Ð½Ð½Ð¾Ð¼ Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ðµ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ Ð¾Ð¿ÑÐ¾ÑÐ° 26 ÑÐµÑÐ¿Ð¾Ð½Ð´ÐµÐ½ÑÐ¾Ð² â Ð¿Ð¾ÑÑÐ¾ÑÐ½Ð½ÑÑ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð¿Ð¾ Ð¼ÐµÑÐ¾Ð´Ð¸ÐºÐµ SERVQUAL. Ð¡ÑÐ¾ÑÐ¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð¸ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸ Ð¾Ð±Ð¾ÑÐ½Ð¾Ð²Ð°Ð½Ñ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð¸Ñ Ð¿Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÐºÐ°ÑÐµÑÑÐ²Ð° ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð² Ð´Ð°Ð½Ð½Ð¾Ð¼ Ð¼Ð°Ð³Ð°Ð·Ð¸Ð½Ðµ. Ð Ð´Ð°Ð½Ð½Ð¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ð¸ Ð¿ÑÐ¸Ð¼ÐµÐ½ÑÐµÑÑÑ ÑÐ¸ÑÐ¾ÐºÐ¸Ð¹ ÑÐ¿ÐµÐºÑÑ Ð¼ÐµÑÐ¾Ð´Ð¾Ð² Ð½Ð°ÑÑÐ½Ð¾Ð³Ð¾ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ, Ð² ÑÐ¾Ð¼ ÑÐ¸ÑÐ»Ðµ: Ð¼ÐµÑÐ¾Ð´ Ð½ÐµÑÑÑÑÐºÑÑÑÐ¸ÑÐ¾Ð²Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±Ð·Ð¾ÑÐ° Ð½Ð°ÑÑÐ½Ð¾Ð¹ Ð»Ð¸ÑÐµÑÐ°ÑÑÑÑ Ð¸ Ð¸Ð½ÑÐµÑÐ½ÐµÑ-Ð¸ÑÑÐ¾ÑÐ½Ð¸ÐºÐ¾Ð², Ð¼ÐµÑÐ¾Ð´ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° Ð¸ ÑÐ¸Ð½ÑÐµÐ·Ð° Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸, Ð¼ÐµÑÐ¾Ð´ case study, Ð¼ÐµÑÐ¾Ð´Ñ ÑÑÐ°Ð²Ð½ÐµÐ½Ð¸Ñ, Ð¼ÐµÑÐ¾Ð´ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ñ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¾Ð¹ Ð¾ÑÐµÐ½ÐºÐ¸ Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ ÐºÐ¾Ð¼Ð¿Ð»ÐµÐºÑÐ½Ð¾Ð¹ ÑÐ²ÑÐ·ÐºÐ¸ ÑÐ¾Ð·ÑÐ¹ÑÑÐ²ÐµÐ½Ð½ÑÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹. ÐÑÐ½Ð¾Ð²Ð½ÑÐ¼ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð¼ Ð´Ð°Ð½Ð½Ð¾Ð³Ð¾ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹, ÐºÐ¾ÑÐ¾ÑÑÐµ Ð¾ÐºÐ°Ð·ÑÐ²Ð°ÑÑ Ð¿Ð¾Ð»Ð¾Ð¶Ð¸ÑÐµÐ»ÑÐ½Ð¾Ðµ Ð²Ð»Ð¸ÑÐ½Ð¸Ðµ Ð½Ð° ÐºÐ°ÑÐµÑÑÐ²Ð¾ ÑÐ¾ÑÐ³Ð¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð½Ð° ÑÐ¸Ð½Ð°Ð½ÑÐ¾Ð²ÑÐ¹ ÑÐµÐ·ÑÐ»ÑÑÐ°Ñ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¾Ð´Ð½Ð¾Ð²ÑÐµÐ¼ÐµÐ½Ð½Ð¾.
description: The subject of the graduate qualification work is "Improving the quality of market service to consumers". This work is devoted to the assessment of the quality of the retail service of the store "M.Video" in the Shkiperskij moll and the development of measures to improve it. To achieve this goal in the course of this work, the following tasks were solved:â The theoretical foundations of the organization of trade and technological processes at the trade enterprise are analyzed.â The analysis of methods and tools for assessing the quality of trade services at enterprises was carried out.â The SERVQUAL methodology has been studied in detail.â An assessment of the organizational structure, financial, economic and market position of the analyzed trading enterprise is given.â The analysis of the organization of trade and technological processes in the store "M.Video".â An assessment of the quality of retail service in this store was carried out based on a survey of 26 respondents â regular customers using the SERVQUAL method.â Formulated and economically justified proposals to improve the quality of trade service in this store. This study uses a wide range of methods of scientific research, including: the method of unstructured review of scientific literature and Internet sources, the method of analysis and synthesis of information, the method of case study, comparison methods, the method of economic assessment based on a comprehensive linking of economic indicators. The main result of this research is the development of measures that have a positive impact on the quality of trade services and on the financial result of the enterprise at the same time.