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
Dmitrieva Tatyana Nikolaevna, Senior lecturer, sub-department of production economy, organization and management, Penza State University of Architecture and Construction, tn.dmitrieva@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 создания: 20.09.2014 08:28
Дата обновления: 22.09.2014 09:59