METHODS OF ASSESSING THE QUALITY OF SERVICE AT RESTAURANT BUSINESS ENTERPRISES

Abstract

the areas of further research. The formation of a mechanism for assessing the quality of service allows management to improve quality management tools, significantly reduce the complexity of calculations and will make a reasonable and targeted choice of a set of measures to improve the quality of restaurant services in a competitive environment. Taking into account the peculiarities of assessing latent indicators of service quality, the authors propose to use the method of taxonomic analysis, which has a number of significant advantages over other methods of multidimensional analysis. According to the results of the analysis, it is concluded that the method of integrated taxonomy allows to compare the quality of service in the restaurant business, operating in the same market segment. In this case, it is decided that the quality of service has a higher level of quality, if the degree of approximation of its quality model to the reference model is more important than the taxonomic index. The experience of experimental verification of the proposed approach to assessing the levels of service quality shows that the considered method is able to supplement the modern tools for measuring the quality of services of restaurant business operators. This technique can serve as a basis for further improvement of the quality of service of enterprises in the hotel and restaurant business in a competitive market and management decisions. It is recommended that restaurateurs direct quality management to the constant adaptation and improvement of modern technologies for evaluating and improving the quality of services.