UDC: 65.018
https://doi.org/10.25198/2077-7175-2025-4-67


viewing

METHODOLOGY FOR ASSESSING THE ORGANIZATIONAL SYSTEM OF SERVICE QUALITY MANAGEMENT

A. I. Lesnikov1, E. A. Popodko2, A. A. Popodko3
Ufa State Petroleum Technological University, Ufa, Russia
1 e-mail: aps_rb@mail.ru
2 e-mail: yekaterina.popodko@inbox.ru
3 e-mail: popodkonastya@gmail.com

Abstract. The relevance of the study is due to the need to improve the assessment and management of the quality of services in the field of tourism and hospitality, where the level of service determines the competitiveness of enterprises. Existing quality assessment and control systems are not keeping pace with changes in consumer preferences and socio-cultural transformations. This requires the development of an effective organizational service quality management system that takes into account current socio-economic conditions. The research that forms the basis for the development of the methodology is a basic guideline for building an effective organizational system of service quality management in socio-cultural services at enterprises in the field of tourism and hospitality. The purpose of the study is to develop a methodology for evaluating the organizational quality management system of the service based on the twelve-factor model of service quality. Methods and materials: when developing the methodology for assessing service quality management (SQM), the information and analytical method was used. This approach allows for a comprehensive and effective analysis of the quality of service processes, combining data from various sources and providing a deep understanding of consumer behavior. Research results: using the developed methodology for assessing service quality management (SQM), an analysis of the quality of service of the sanatorium-resort enterprise «N» was carried out. The results of the study noted that the organizational service quality management system is a system of interactions of all service processes in the enterprise, invisible to the consumer, focused on positive consumer perception and expectations. The methodology contributes to the formation of corporate standards of service quality, which are an integral part of the positive image of the company. The scientific novelty of the research lies in the fact that, based on the twelve-factor service quality model, a methodology for evaluating the organizational service quality management (SQM) was developed, which is an effective tool created for monitoring and service audit of the effectiveness and efficiency of the organizational quality management system at the enterprise. The practical significance of the research lies in the fact that the proposed methodology will make it possible to quickly identify service quality problems and adapt to changing consumer requirements, including the introduction of new technologies, as well as maintain a high level of value orientations reflected in corporate service quality standards. The results of this study can serve as a basis for further scientific research aimed at forming an effective organizational system of service quality management in the tourism and hospitality industry.

Key words: service quality, quality indicators, quality assessment methodology, grade, evaluation criterion, service activities, service, tourism, hotel activities, assessment indicators.

Cite as: Lesnikov, A. I., Popodko, E. A., Popodko, A. A. (2025) [Methodology for assessing the organizational system of service quality management]. Intellekt. Innovacii. Investicii [Intellect. Innovations. Investments]. Vol. 4, pp. 67–79. – https://doi.org/10.25198/2077-7175-2025-4-67.


References

  1. Goncharov, V. N., Kolesnikova, V. V., Shiryaeva, I. V. (2015) [Theoretical approaches to defining the concept of «quality»]. Ekonominfo [Ekonominfo]. Vol. 1, pp. 53–57. (In Russ.).
  2. Lesnikov, A. I., Kotova, T. P. (2024) [Diversification of additional services in the context of tourist-recreational destination]. Aktual’nye problemy razvitiya industrii gostepriimstva: sbornik nauchnykh statey po itogam XIX Mezhdunarodnoy nauchno-prakticheskoy konferentsii, Sankt-Peterburg, 27 sentyabrya 2023 goda [Current issues in the development of the hospitality industry: proceedings of the XIX International Scientific-Practical Conference, St. Petersburg, September 27, 2023]. St. Petersburg: St. Petersburg State University of Economics, pp. 188–194. (In Russ.).
  3. Lesnikov, A. I., Kotova, T. P. (2023) [Modern model of business ecosystem in the conditions of roadside infrastructure of the region]. Servis v Rossii i za rubezhom [Service in Russia and abroad]. Vol. 17, No. 7 (109), pp. 202–213. (In Russ.).
  4. Lesnikov, A. I., Kotova, T. P. (2023) [Trends of the innovative service system of hospitality industry enterprises in the context of divergent service]. Vestnik UGNTU. Nauka, obrazovanie, ekonomika. Seriya ekonomika [Bulletin of Ufa State Petroleum Technical University. Science, education, economics. Economics series]. Vol. 2, No. 44, pp. 46–56. – https://doi.org/10.17122/2541-8904-2023-2-44-46-56. (In Russ.).
  5. Lesnikov, A. I., Popodko, E. A., Popodko, A. A. (2024) [Factor model of consumer behavior in modern socio-cultural conditions]. Industriya turizma i servisa: sostoyanie, problemy, effektivnost’, innovacii. Sbornik statej po materialam HI Mezhdunarodnoj nauchno-prakticheskoj konferencii, Nizhnij Novgorod, 17 aprelya 2024 goda [Tourism and service industry: status, problems, efficiency, innovations. Collection of articles based on the materials of the XI International Scientific and Practical Conference]. Nizhniy Novgorod, pp. 89–95. (In Russ.).
  6. Lesnikov, A. I., Popodko, E. A., Popodko, A. A. (2025) [Service quality factors and their impact consumer behavior]. Intellekt. Innovacii. Investicii [Intellect. Innovations. Investments]. Vol. 3, pp. Vol. 1, pp. 71–81. – https://doi.org/10.25198/2077-7175-2025-1-71. (In Russ.).
  7. Makarovskaya, A. I., Semchenko, A. A. (2018) [Systems of criteria assessment of quality indicators in the service sector]. Vestnik fakul’teta upravleniya SPbGEU [Bulletin of the Faculty of Management of St. Petersburg State University of Economics]. Vol. 3(1), pp. 77–82. (In Russ.).
  8. Petrov, E. S. (2019) [Influence of service quality in the hotel business on client choice]. Vestnik nauki [Science Bulletin]. Vol. 4, No. 4(13), pp. 44–49. (In Russ.).
  9. Potashova, I. Yu. (2013) [Development and use of the model for implementing the quality management system of spa services in the activities of a health resort]. Izvestiya Sochinskogo gosudarstvennogo universiteta [News of Sochi State University]. Vol. 4–1(27), pp. 132–137. (In Russ.).
  10. Prokopets, T. N., et al. (2020) [Analysis of methods for assessing the quality of services provided by service enterprises]. Vestnik Akademii znanij [Bulletin of the Academy of Knowledge]. Vol. 2, pp. 268–273. – https://doi.org/10.24411/2304-6139-2020-10176. (In Russ.).
  11. Fadeeva, N. V. (2012) [Methodology for assessing the quality of services]. Vestnik Tambovskogo gosudarstvennogo tekhnicheskogo universiteta [Bulletin of Tambov State Technical University]. Vol. 18, No. 2, pp. 484–492. (In Russ.).
  12. Filatova, T. A. (2013) [Principles of building a quality management system for a service organization]. Teoriya i praktika servisa: ekonomika, social’naya sfera, tekhnologii [Theory and practice of service: economics, social sphere, technology]. Vol. 3(17), pp. 135–144. (In Russ.).
  13. Chernomorets, A. B., Kudryashov, V. S. (2023) [Methods for assessing the quality of services of a hotel enterprise and errors in their development and implementation]. Ekonomika: vchera, segodnya, zavtra [Economy: yesterday, today, tomorrow]. Vol. 13, No. 11(1), pp. 681–690. – https://doi.org/10.34670/AR.2023.76.20.075. (In Russ.).
  14. Yarygina, E. V., Tatarnikova, L. I. (2021) [Quality management of hotel services: problems and solutions]. Molodezhnyy vestnik IRGTU [Youth Bulletin of IRSTU]. Vol. 11, No. 3, pp. 171–177. (In Russ.).
  15. Cronin Jr J. J., Taylor S. A. (1992) Measuring service quality: a reexamination and extension. Journal of marketing. Vol. 56, No. 3, pp. 55–68. – EDN: BMMWEN. (In Eng.).
  16. Deming W. E. (2018) Out of the Crisis, reissue. MIT press. 448 р. (In Eng.).
  17. Grönroos C. A. (1993) А Service quality model and its marketing implications. European Journal of marketing. Vol. 18, No. 4, pp. 36–44. – https://doi.org/10.1108/EUM0000000004784. (In Eng.).
  18. Gogoi B. J. (2020) Service quality measures: How it impacts customer satisfaction and loyalty. International Journal of Management (IJM). Vol. 11, No. 3, pp. 354–365. (In Eng.).
  19. Parasuraman A., Zeithaml V. A., Berry L. L. (1988) Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing. Vol. 64, No. 1, pp. 12–40. (In Eng.).