FORMATION OF THE BASES OF CONSUMER ACTIVITY MANAGEMENT OF HOUSING AND COMMUNAL SERVICES
Abstract
The purpose of the article is the establishment of a methodology for determining the quality of municipal services to identify key consumer loyalty management options on the market of public services.Modern housing and communal services does not provide a social and economic efficiency. One of the pressing problems of the industry is the poor quality of housing and communal services, despite the constant increase in its value.
To increase the level of satisfaction and loyalty of public utility services the forming and introduction the concept of customer relationship management on CRM-based philosophy are offered. That will increase the efficiency of the enterprise and the quality of public services.
Key words: quality, loyalty, commitment, utilities, customer satisfaction.
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