Susol N. Scientific-technical principles of normative supplying improvement of catering trade establishments' service quality

The dissertation is dedicated to the solving of normative supplying perfection questions of catering trade establishments to increase efficiency in the improvement of a service level and the satisfaction of consumption needs. The location of normative documents in the area of catering trade is researched, according to results, changes and additions are introduced to the general requirements to services and establishments' structural-functional parameters. The formation model of consumer requirements to services is designed, this model establishes the stages of requirement formation, corresponding methods and ways of their determining as well as influence factors. The gradual and non-continuous determining of consumer needs and expectations on the basis of the model enables us to improve the establishment availability to satisfy the requirements in a consequent systematic and reaction-sensitive way, supporting consumers' satisfaction. The expert-sociological method and service quality estimation criteria are developed, this fact enables us to gain the adequate results of given catering trade services' quality estimation and to determine remarks and propositions as to their improvement. Method approbation is made during the quality research of given services of restaurant group in Lviv. The model of service systems' improvement for complex-service establishments of catering trade to supply the nigh-level service is proposed. The structure of the inner system control of catering trade establishment quality provision is developed. This structure establishes the stages and methods of operative control and allows us to prevent inconsistencies and remove their reasons. It is assigned for practical usage in the all types of catering trade establishments.