Economic Analysis: Theory and Practice

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Managing the competitiveness of organizations by improving the service quality

Vol. 18, Iss. 10, OCTOBER 2019

Received: 16 May 2019

Received in revised form: 13 June 2019

Accepted: 13 August 2019

Available online: 30 October 2019


JEL Classification: М21, М31, O21

Pages: 1894–1915

Lysova E.A. Vyatka State University (VyatSU), Kirov, Russian Federation

ORCID id: not available

Nechaeva M.L. Nizhny Novgorod State University of Engineering and Economics (NGIEU), Knyaginino, Nizhny Novgorod Oblast, Russian Federation

Subject The article addresses the operation of businesses, which is related to managing their competitiveness by improving the service quality.
Objectives The aim is to explore approaches to assessing the competitiveness of enterprises based on consumers' choice of service provider, develop a methodological tool to manage the competitiveness of enterprises operating in the service sector by improving the quality of their services.
Methods We employ the analysis and synthesis, abstraction and generalization, cluster, and correlation analysis, etc.
Results The paper assesses the competitiveness of companies of the service sector based on consumers' choice of service provider, defines characteristics of security providers, which are considered by potential customers. We analyzed consumer preferences, using the cluster analysis, and unveiled the main areas of managing the competitiveness of security providers. We also developed methodological tools to analyze the management of competitiveness of service-oriented companies. We developed methodological guidelines to manage the quality indicators that characterize services of security providers in the regional market, offered a cluster analysis algorithm to study their competitiveness quality. These findings can be used to build a model of formalization of any questionable matter related to management of company's competitiveness based on Service Quality Management.
Conclusions The proposed methodology is a tool to improve the Service Quality Management and hence to improve the company performance through developing its competitive advantages.

Keywords: competitive ability, service quality, cluster analysis, STEEP analysis, regression equation


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