IMPROVING THE METHODOLOGICAL BASIS FOR EVALUATING THE EFFECTIVENESS OF SERVICES PROVIDED IN RETAIL CHAINS

Abstract

This article examines the scientific-theoretical aspects of approaches to evaluating the effectiveness of services provided in retail trade networks. A methodological approach to the management of retail network services based on factors and conditions for improving the efficiency of customer service processes has been developed. Based on this methodological approach, methodological approaches have been developed to assess the level of service, customer loyalty, service quality, and customer satisfaction. On the basis of N. Kanoʻs method, directions for forming a set of main service attributes from the point of view of customers are proposed.