Kolocheva V.V.Published in:
Russian Journal of Entrepreneurship
– Volume 18, Number 21 (November 2017)

JEL classification: L80, L83

Keywords: assessment methodology, assessment methods, quality assessment, quality indicators, tourism services


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Abstract:

The article considers the indicators and methods for service quality assessment. The author suggests method for determining the level of tourism services quality. We pay special attention to the definition of the nomenclature of quality indicators which takes into account consumer requirements and document regulations. The article is devoted to the solution of the issue of making management decisions on the basis of quality assessment of services of a tourism organization. The data of the article will be of interest to people engaged in tourism activities, and to experts engaged in the assessment and management of service quality.

Highlights:

•In modern world, great changes are constantly taking place in various fields and spheres of activity. In this regard, many organizations move to new methods of assessment and management that allow them to meet the requirements of the external environment and the needs of parties concerned.
•Today we pay great attention to the development of quality management, which is an effective tool for business in shaping organizations’ competitiveness and which includes activities aimed at meeting the quality requirements
•The service sector is a rapidly developing direction of the Russian economy, where the quality of provided services is an important factor in creating commercial success of the organization
•Organization’s important task is to link provided services with the needs and increasing demands of consumers.
•In this regard, there is a need to determine the level of service quality in order to develop adequate management decisions

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References:
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