Trade services quality as a factor of competitiveness in the era of globalization

Deputatova E.Yu.1, Zvereva A.O.1
1 Российский экономический университет им. Г.В. Плеханова

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Journal paper

Russian Journal of Entrepreneurship *
Volume 19, Number 11 (November 2018)
* Этот журнал не выпускается в Первом экономическом издательстве

Citation:

Deputatova, E. Y., & Zvereva, A. O. (2018). Trade services quality as a factor of competitiveness in the era of globalization. Russian Journal of Entrepreneurship, 19(11), 3403-3412. https://doi.org/10.18334/rp.19.11.39581

Abstract:
Determining the degree of satisfaction with the quality of customer service is an important strategic task of trade organizations. The modern consumer has become more demanding both to the goods and services themselves and to the quality of their provision. His choice is more balanced, rational in spending. At the same time, the relationship of retail trade organizations with customers is influenced by global macroeconomic trends, including the popularization of the electronic environment. The availability of trade offers and loyalty programs in the electronic environment, social networks are integral components that affect the overall impression of customers and determine the quality of service. The quality and culture of service determine the desire of the consumer to go to the store, to return there again, to make a purchase, and therefore affect the efficiency of trading companies. The relevance of the topic of this article is due to the concretization of indicators and methods by which you can assess the quality of trade services as a factor of competitiveness.

Keywords: consumer behavior, trade service, quality of trade service, methods of assessment of quality of service

JEL-classification: L81, D12, F01

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Исследование: 43% российских ритейлеров считают развитие ИТ ключевым двигателем бизнесаRetailLoyalty. (in Russian). Retrieved from https://new-retail.ru

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