Formation of a mechanism for improving the quality of the service sector on the basis of normative regulation

Improving the quality of the service sector requires the use of effective regulatory mechanisms that ensure the standardisation of processes and improve the interaction between different market participants. The article considers the problem of a significant gap between the regulatory framework and the real needs and expectations of consumers and stakeholders in the service sector. The author's approach to the formation of the mechanism for improving the quality of services based on the development of an optimisation model for assessing the quality of services from the position of control variables associated with the main stages of this mechanism is proposed. An optimisation model for assessing the quality of services from the position of control variables associated with the main stages of the mechanism for improving the quality of services has been developed. The presented modeling results and conclusions obtained on their basis can be used in the development of quality improvement programmes in service organizations of different orientation and different maturity levels with reference to key performance indicators, which will allow monitoring the quality of implementation of these programmes, building a chain of development priorities under resource, time and regulatory constraints. The authors in the article present the results of modeling, which are recommended to be used in the development of quality improvement programs in service organizations on the basis of regulatory requirements.