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Improving the Methodology for Assessing Quality and Efficiency in the Service Sector
Corresponding Author(s) : Usmanova Nasiba Akbarjonovna
American Journal of Economics and Business Management,
Vol. 8 No. 7 (2025): July
Abstract
The service sector plays a critical role in modern economies, yet assessing its quality and efficiency remains a complex challenge due to the intangible, heterogeneous, and customer-dependent nature of services. This article explores current methodologies for evaluating service quality and operational efficiency, identifying their limitations and proposing improvements to better align assessment tools with the dynamic needs of service-based industries. Emphasis is placed on integrating quantitative metrics with qualitative feedback to create a more balanced and accurate evaluation framework. The study also highlights the importance of real-time data analytics, customer satisfaction indices, and performance benchmarking. By refining assessment methodologies, service organizations can more effectively monitor performance, enhance customer experience, and drive strategic improvements. The proposed model offers a practical and adaptable approach for decision-makers aiming to foster continuous quality and efficiency advancements in the service sector.
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- [1] Decree of the President of the Republic of Uzbekistan No. PF-158 dated September 11, 2023. Lex uz. materials. Available: https://lex.uz/docs/4776669
- [2] Cook, W. D., Seiford, L. M. (2009). Data envelopment analysis (DEA) – Thirty years on. European Journal of Operational Research, 192(1), 1–17. https://doi.org/10.1016/j.ejor.2008.01.032
- [3] Grönroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). John Wiley & Sons.
- [4] Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445
- [5] Zeithaml, V. A., Bitner, M. J., Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
- [6] Lovelock, C., Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). Pearson Education.
- [7] Seth, N., Deshmukh, S. G., Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949. https://doi.org/10.1108/02656710510625211
- [8] Wang, Y., Lo, H. P., Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry. Information Systems Frontiers, 6(4), 325–340. https://doi.org/10.1023/B:ISFI.0000046375.72726.67
- [9] Usmanova N. Y. Ways of developing digital economy in Uzbekistan //Theoretical & Applied Science. – 2020. – №. 2. – С. 101-105.
- [10] Nasiba U. Innovative Economic Development of Uzbekistan: Trends and Prospects //The Peerian Journal. – 2022. – Т. 5. – С. 175-179.
- [11] Usmanova N. Gender Pay Gap in the Banking Sector: Has the Great Recession changed the obvious?. – 2020.
- [12] Usmanova N. A. TRENDS AND FACTORS OF SERVICE DEVELOPMENT //Economics and Innovative Technologies. – 2021. – Т. 2021. – №. 5. – С. 10.
- [13] Usmanova N. A. THE MAIN DIRECTIONS OF INCREASING THE COMPETITIVENESS OF SERVICE ENTERPRISES //Economics and Innovative Technologies. – 2021. – Т. 2021. – №. 6. – С. 11.
- [14] Usmanova N. Y. DIGITAL ECONOMY IN UZBEKISTAN //Современные проблемы социально-экономических систем в условиях глобализации. – 2020. – С. 163-166.
- [15] Akbarjonovna U. N. Improving the methodology for assessing quality and efficiency in the service sector //International journal of trends in business administration. – 2022. – Т. 12. – №. 1.
- [16] Usmanova N. Y., Primova A. A., Rasulova N. N. The economic content of investment and the role of foreign investment in the economy of Uzbekistan //International Journal of Psychosocial Rehabilitation. – 2020. – Т. 24. – №. 9. – С. 561-566.
- [17] AKBARJONOVNA U. N. DIGITAL ECOSYSTEMS AS A FUNDAMENTAL ELEMENT OF THE DIGITAL ECONOMY //International Conference of Economics, Finance and Accounting Studies. – 2024. – Т. 3. – С. 7-14.
- [18] Akbarjonovna U. N. Developing Rural Services and Increasing the Living Standards of the Population //Gospodarka i Innowacje. – 2023. – Т. 35. – С. 581-589.
- [19] Akbarjanovna U. N. METHODS FOR ASSESSING QUALITY AND EFFICIENCY IN THE FIELD OF SERVICE //International journal of trends in business administration. – 2022. – Т. 12. – №. 1.
- [20] Akbarjanovna U. N. IMPROVING THE QUALITY MANAGEMENT SYSTEM OF HOTEL SERVICES //Berlin Studies Transnational Journal of Science and Humanities. – 2021. – Т. 1. – №. 1.1 Economical sciences.
- [21] Akbarjanovna U. N. METHODS FOR ASSESSING QUALITY AND EFFICIENCY IN THE FIELD OF SERVICE //International journal of trends in business administration. – 2022. – Т. 12. – №. 1.
References
[1] Decree of the President of the Republic of Uzbekistan No. PF-158 dated September 11, 2023. Lex uz. materials. Available: https://lex.uz/docs/4776669
[2] Cook, W. D., Seiford, L. M. (2009). Data envelopment analysis (DEA) – Thirty years on. European Journal of Operational Research, 192(1), 1–17. https://doi.org/10.1016/j.ejor.2008.01.032
[3] Grönroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). John Wiley & Sons.
[4] Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445
[5] Zeithaml, V. A., Bitner, M. J., Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
[6] Lovelock, C., Wirtz, J. (2016). Services marketing: People, technology, strategy (8th ed.). Pearson Education.
[7] Seth, N., Deshmukh, S. G., Vrat, P. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913–949. https://doi.org/10.1108/02656710510625211
[8] Wang, Y., Lo, H. P., Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry. Information Systems Frontiers, 6(4), 325–340. https://doi.org/10.1023/B:ISFI.0000046375.72726.67
[9] Usmanova N. Y. Ways of developing digital economy in Uzbekistan //Theoretical & Applied Science. – 2020. – №. 2. – С. 101-105.
[10] Nasiba U. Innovative Economic Development of Uzbekistan: Trends and Prospects //The Peerian Journal. – 2022. – Т. 5. – С. 175-179.
[11] Usmanova N. Gender Pay Gap in the Banking Sector: Has the Great Recession changed the obvious?. – 2020.
[12] Usmanova N. A. TRENDS AND FACTORS OF SERVICE DEVELOPMENT //Economics and Innovative Technologies. – 2021. – Т. 2021. – №. 5. – С. 10.
[13] Usmanova N. A. THE MAIN DIRECTIONS OF INCREASING THE COMPETITIVENESS OF SERVICE ENTERPRISES //Economics and Innovative Technologies. – 2021. – Т. 2021. – №. 6. – С. 11.
[14] Usmanova N. Y. DIGITAL ECONOMY IN UZBEKISTAN //Современные проблемы социально-экономических систем в условиях глобализации. – 2020. – С. 163-166.
[15] Akbarjonovna U. N. Improving the methodology for assessing quality and efficiency in the service sector //International journal of trends in business administration. – 2022. – Т. 12. – №. 1.
[16] Usmanova N. Y., Primova A. A., Rasulova N. N. The economic content of investment and the role of foreign investment in the economy of Uzbekistan //International Journal of Psychosocial Rehabilitation. – 2020. – Т. 24. – №. 9. – С. 561-566.
[17] AKBARJONOVNA U. N. DIGITAL ECOSYSTEMS AS A FUNDAMENTAL ELEMENT OF THE DIGITAL ECONOMY //International Conference of Economics, Finance and Accounting Studies. – 2024. – Т. 3. – С. 7-14.
[18] Akbarjonovna U. N. Developing Rural Services and Increasing the Living Standards of the Population //Gospodarka i Innowacje. – 2023. – Т. 35. – С. 581-589.
[19] Akbarjanovna U. N. METHODS FOR ASSESSING QUALITY AND EFFICIENCY IN THE FIELD OF SERVICE //International journal of trends in business administration. – 2022. – Т. 12. – №. 1.
[20] Akbarjanovna U. N. IMPROVING THE QUALITY MANAGEMENT SYSTEM OF HOTEL SERVICES //Berlin Studies Transnational Journal of Science and Humanities. – 2021. – Т. 1. – №. 1.1 Economical sciences.
[21] Akbarjanovna U. N. METHODS FOR ASSESSING QUALITY AND EFFICIENCY IN THE FIELD OF SERVICE //International journal of trends in business administration. – 2022. – Т. 12. – №. 1.