Article 15411
Title of the article |
ESTIMATION OF THE QUALITY OF HOUSING AND PUBLIC UTILITY SERVICES |
Authors |
Semerkova Lyubov Nikolaevna, Doctor of economic sciences, professor, head of sub-department of marketing, commerce and service sector, Penza State University, penzamarketing@mail.ru |
Index UDK |
339.138:338.465.4 |
Abstract |
The article is devoted to the questions of relations between housing-andmunicipal complex enterprises and their consumers. The authors have defined the estimation criteria for housing-and-municipal services quality, considered possibilities to apply the model of ruptures between expected and perceived level of services, and developed the algorithm of continuous services quality measurement and improvement. |
Key words |
housing-and-municipal services, quality of services, customer satisfaction, consumer expectations. |
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Дата обновления: 22.09.2014 09:59