XIZMAT KO‘RSATISH SOHASIDA MIJOZLAR EHTIYOJINI O‘RGANISH VA XIZMAT SIFATINI OSHIRISHNING INNOVATSION YONDASHUVLARI
DOI:
https://doi.org/10.5281/zenodo.17913793Ключевые слова:
mijoz ehtiyoji, xizmat sifati, innovatsion yondashuvlar, SERVQUAL, mijoz tajribasi (CX), sun’iy intellekt, omnichannel xizmat, personalizatsiya, xizmat ko‘rsatish, raqamli texnologiyalarАннотация
Ushbu maqolada xizmat ko‘rsatish sohasida mijozlar ehtiyojini o‘rganishning zamonaviy usullari va xizmat
sifatini oshirishga qaratilgan innovatsion yondashuvlar ilmiy jihatdan tahlil qilinadi. Mijoz xulq-atvori, ehtiyojlar dinamikasi,
xizmat ko‘rsatish jarayonida personalizatsiya va raqamli texnologiyalarning roli ko‘rib chiqiladi. Shuningdek, omnichannel
xizmat ko‘rsatish, sun’iy intellektdan foydalanish, mijozlar tajribasini boshqarish (Customer Experience – CX) va
SERVQUAL modeli asosida xizmat sifatini baholash masalalari o‘rganiladi. Tadqiqot natijalari innovatsion yondashuvlar
mijoz qoniqishini oshirish, xizmatlarning raqobatbardoshligini kuchaytirish va xizmat ko‘rsatish korxonalarining
samaradorligini ko‘tarishda muhim omil ekanini ko‘rsatadi
Библиографические ссылки
1. Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of
service quality. Journal of Retailing, 1988.
2. Kotler P., Armstrong G. Principles of Marketing. Pearson Education, London, 2019.
3. McKinsey Global Institute. The Future of Customer Experience and Service Innovation., 2021.
4. Sharma A., Sheth J. Artificial Intelligence in Service Industries: Opportunities and Challenges., Service Science
Journal, 2020.
5. Mamatqulov R., Xodjayeva Sh. Raqamli iqtisodiyot va xizmat ko‘rsatish tizimida innovatsiyalar. Toshkent, 2022.
6. World Bank. Global Service Sector Competitiveness Report., 2020.
7. Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson.
8. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm
(7th ed.). McGraw-Hill Education.
9. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). “SERVQUAL: A MultipleItem Scale for Measuring Consumer
Perceptions of Service Quality”. Journal of Retailing, 64(1), 12-40.
10. Chaffey, D., & Ellis-Chadwick, F. (2019). Digital Marketing: Strategy, Implementation and Practice (7th ed.). Pearson.
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