IMPROVING SERVICE QUALITY MONITORING IN SERVICE ENTERPRISES BASED ON DIGITAL TECHNOLOGIES
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https://doi.org/10.5281/zenodo.19882374##article.subject##:
service sector, service quality, monitoring, digital technologies, CRM systems, Big Data, artificial intelligence, KPI, customer satisfaction, economic efficiency##article.abstract##
This article scientifically analyzes the issues of improving service quality monitoring in service enterprises
based on digital technologies. The study examines the impact of CRM systems, Big Data analytics, artificial
intelligence, and KPI monitoring systems on service quality indicators. Customer satisfaction levels, service delivery
speed, and the number of complaints were selected as key service quality indicators, and the effectiveness of managing
these indicators through digital technologies is substantiated. The research findings show that digital monitoring systems
enable real-time control of service quality, optimize managerial decision-making, and strengthen the competitiveness of
service enterprises.
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