|Title of the article||
ESTIMATION OF THE QUALITY OF HOUSING AND PUBLIC UTILITY SERVICES
Semerkova Lyubov Nikolaevna, Doctor of economic sciences, professor, head of sub-department of marketing, commerce and service sector, Penza State University, firstname.lastname@example.org
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.
housing-and-municipal services, quality of services, customer satisfaction, consumer expectations.
Дата обновления: 22.09.2014 09:59