THE IMPACT OF DIGITALIZATION ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOUSEHOLD SERVICE SECTOR: EMPIRICAL EVIDENCE FROM SAMARKAND REGION
DOI:
https://doi.org/10.5281/zenodo.18266818Keywords:
digitalization, service quality, customer satisfaction, household services, competitiveness, Samarkand.Abstract
This study examines the impact of digitalization on service quality and customer satisfaction in the household
service sector of the Samarkand region. Using survey data collected from 320 consumers and regression analysis, the
research identifies the extent to which digital tools—online payment, online queue systems, mobile applications, and digital
communication—affect perceived service quality. Results show that digitalization significantly improves service reliability,
responsiveness, and customer satisfaction. The study provides policy recommendations for enhancing competitiveness
through digital transformation.
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