SHIKOYATLARNI BOSHQARISH VA XIZMAT SIFATINI TIKLASH
DOI:
https://doi.org/10.5281/zenodo.19563784Keywords:
Shikoyatlarni boshqarish, xizmat sifati, kompensatsiya, uzr so‘rash, tezkor javob, marketing s”mara’orligi, mijoz sodiqligi..Abstract
Ushbu tadqiqot xizmat ko‘rsatish sohasida mijozlar shikoyatlarini boshqarish va xizmat sifatini tiklash mavzusini oʻrganadi. Tadqiqotda xizmat sifati vositachi omil sifatida ko‘rib chiqilgan. Natijalar shuni ko‘rsatadiki, kompensatsiya marketing samaradorligiga sezilarli ta’sir ko‘rsatadi, tezkor javob berish esa o‘zgaruvchan ta’sirga ega, uzr so‘rash esa sezilarli ta’sir ko‘rsatmaydi. Umuman olganda, xizmat sifati mijozlar shikoyatini boshqarish va marketing samaradorligi o‘rtasidagi bog‘liqlikda muhim vositachi rol o‘ynamaydi. Tadqiqot natijasida xizmat ko‘rsatuvchi korxonalarga shikoyatlarni samarali boshqarish orqali mijoz sodiqligini oshirish tavsiya etiladi.
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