Application of the «Servqual» technique on the example of an industrial enterprise

This article presents several types of consumer behavior, such as intentional, unintentional, voluntary and coercive behavior. If the consumer is dissatisfied, he can file a complaint, and the task of the enterprise is to adequately compensate for the inconvenience caused. The «SERVQUAL» methodology forms the basis for access to factors affecting consumers› perception of the overall quality of the company›s services. It allows you to evaluate the quality based on the discrepancy between the expectations and the actual experience of consumers. The main goal of enterprises using this technique is continuous improvement of work and the level of quality of services. Internal consumers are an important asset for any organization that intends to achieve its goals. Therefore, it is very important that an industrial enterprise shows more initiative in improving the lives of its workers, so that their motivated attitude can lead to success in providing services and financial results. No work can be completed successfully if management does not take into account issues affecting the staff. Thus, it is extremely important that the management of an industrial enterprise study all the methods we have proposed, the personnel factors discussed, which include aspects such as offering training for their workers, honest promotion, raising workers› wages, a positive organizational culture, ensuring good relations between workers, as well as ensuring that workers they were aware of their expectations.