MECHANISM OF IMPROVE THE QUALITY OF MUNICIPAL SERVICES IN THE CONTEXT OF EUROPEAN REQUIREMENTS

Abstract

Purpose - to the development of theoretical positions and practical recommendations on the need for coordination of research quality requirements, offered to consumers service level and standard of their actual ratings. Methodology of research. The methodological and theoretical basis of the paper is the labor domestic and foreign scientists, and the results of their research. In the process of writing used the following methods of scientific inquiry, analysis and synthesis (for study and research features market utilities, consumer demands to quality characteristics and developing proposals for their improvement), dialectical and abstract logical (for theoretical generalizations and drawing conclusions). Findings. In the article the essence of public services and their features. The criteria of assessing the quality of public services. Established that the most important criterion for the quality of services is the degree of customer satisfaction. The possibility to use the model gap between consumer expectations and perceptions of services. It is proved that the study of contradictions that cause consumer dissatisfaction promote effective management decisions to improve the quality of services. Originality. Proposed and expediency of implementation (integration) process of quality management in the strategic management of the company required the involvement of all employees and support them, that will increase the the quality of municipal services and reduce the maintenance capacity resources. Practical value. The results will contribute to intensification of communal enterprise service-production services, improving the quality of their services and lower service capacity resources.