Economic Analysis: Theory and Practice

Abstracting and Indexing

Referativny Zhurnal VINITI RAS
Google Scholar

Online available



Cyberleninka (12 month OA embargo)

Managing the competitiveness of organizations by improving the service quality

Vol. 18, Iss. 10, OCTOBER 2019

Received: 16 May 2019

Received in revised form: 13 June 2019

Accepted: 13 August 2019

Available online: 30 October 2019


JEL Classification: М21, М31, O21

Pages: 1894–1915

Lysova E.A. Vyatka State University (VyatSU), Kirov, Russian Federation

ORCID id: not available

Nechaeva M.L. Nizhny Novgorod State University of Engineering and Economics (NGIEU), Knyaginino, Nizhny Novgorod Oblast, Russian Federation

Subject The article addresses the operation of businesses, which is related to managing their competitiveness by improving the service quality.
Objectives The aim is to explore approaches to assessing the competitiveness of enterprises based on consumers' choice of service provider, develop a methodological tool to manage the competitiveness of enterprises operating in the service sector by improving the quality of their services.
Methods We employ the analysis and synthesis, abstraction and generalization, cluster, and correlation analysis, etc.
Results The paper assesses the competitiveness of companies of the service sector based on consumers' choice of service provider, defines characteristics of security providers, which are considered by potential customers. We analyzed consumer preferences, using the cluster analysis, and unveiled the main areas of managing the competitiveness of security providers. We also developed methodological tools to analyze the management of competitiveness of service-oriented companies. We developed methodological guidelines to manage the quality indicators that characterize services of security providers in the regional market, offered a cluster analysis algorithm to study their competitiveness quality. These findings can be used to build a model of formalization of any questionable matter related to management of company's competitiveness based on Service Quality Management.
Conclusions The proposed methodology is a tool to improve the Service Quality Management and hence to improve the company performance through developing its competitive advantages.

Keywords: competitive ability, service quality, cluster analysis, STEEP analysis, regression equation


  1. Bogomolova I.P. [Analysis of the formation of the competitiveness category as a factor of market leadership of economic entities]. Marketing v Rossii i za rubezhom = Journal of Marketing in Russia and Abroad, 2005, no. 1, pp. 86–97. URL: Link (In Russ.)
  2. Gel'vanovskii M., Zhukovskaya V., Trofimova I. [Competitiveness in micro, meso- and macro-level measurements]. Rossiiskii ekonomicheskii zhurnal, 1998, no. 3, pp. 67–77. (In Russ.)
  3. Il'ina I.E., Skvortsov A.E. [Competitiveness of service as element of innovation development]. Teoriya i praktika obshchestvennogo razvitiya = Theory and Practice of Social Development, 2011, no. 4, pp. 29–36. URL: Link (In Russ.)
  4. Burlankov S.P., Il'ina I.E., Skvortsova A.E. [Management of competitiveness of enterprises of sphere of maintenance and rendering of transport services as the element of innovative development]. Obshchestvo: politika, ekonomika, pravo, 2011, no. 3, pp. 47–52. URL: Link (In Russ.)
  5. Porter M. Mezhdunarodnaya konkurentsiya: konkurnye preimushchestva stran [The Competitive Advantage of Nations]. Moscow, Al'pina Pablisher Publ., 2016, 946 p.
  6. Mansurov R.E. [On economic substance of concepts of enterprise competitiveness and management of competitiveness of the enterprise]. Marketing v Rossii i za rubezhom = Marketing in Russia and Abroad, 2006, no. 2, pp. 91–94. (In Russ.)
  7. Fatkhutdinov R.A. Konkurentosposobnost' organizatsii v usloviyakh krizisa: ekonomika, marketing, menedzhment [Competitiveness of the organization in crisis: Economy, marketing, management]. Moscow, Marketing Publ., 2002, 892 p.
  8. Faskhiev Kh.A., Popova E.V. [How to measure the competitiveness of the company?]. Marketing v Rossii i za rubezhom = Marketing in Russia and Abroad, 2003, no. 4, pp. 53–68. (In Russ.)
  9. Igol'nikov G.L., Patrusheva E.G. [What is meant by competitiveness, investment attractiveness and cost effectiveness of production]. Rossiiskii ekonomicheskii zhurnal = Russian Economics Journal, 1995, no. 11, pp. 108–111. (In Russ.)
  10. Volkov A.V., Svetun'kov S.G. [Methodological problems of measuring competition]. Sovremennaya konkurentsiya = Journal of Modern Competition, 2013, no. 6, pp. 54–64. URL: Link (In Russ.)
  11. Ozina A.M., Chernyshov A.N. [Conceptual aspect of the formation of the control mechanism of social and economic relations in sphere of services on the basis of the social partnership]. Vestnik NGIEI = Bulletin NGIEI, 2017, no. 2, pp. 82–89. URL: Link (In Russ.)
  12. Alekhina O.F., Udalov F.E., Burmistrova O.V., Larionova N.A. [Organizational and management aspects of development of the Russian economy]. Vestnik NGIEI = Bulletin NGIEI, 2017, no. 6, pp. 77–86. URL: Link (In Russ.)
  13. Sannikova K.A., Domaratskaya E.A. [Quality assessment of services using LLC “Interpartnerservice”]. Sotsial'no-ekonomicheskoe upravlenie: teoriya i praktika, 2018, no. 4, pp. 129–133. URL: Link (In Russ.)
  14. Demtsura S.S. [Theoretic-methodological aspects of the problem of evaluation of customer satisfaction]. Vestnik Chelyabinskogo gosudarstvennogo universiteta = CSU Bulletin, 2017, no. 10, pp. 7–14. URL: Link (In Russ.)
  15. Reichheld F.F. One Number You Need to Grow. Harvard Business Review, 2003, December. URL: Link
  16. Krishtal' G.A. [The system of assessing the quality of service and sales in banking institutions]. Finansy i kredit = Finance and Credit, 2015, no. 8, pp. 11–17. URL: Link (In Russ.)
  17. Nechaeva M.L., Lysova E.A. [A system of financial control in small business management: Methods and tools for implementation]. Finansy i kredit = Finance and Credit, 2019, vol. 25, iss. 2, pp. 360–374. (In Russ.) URL: Link
  18. Nechaeva M.L. [Analysis of the market of services as main aspect of social and economic development of regions]. Ekonomika i upravlenie: problemy, resheniya, 2018, vol. 4, no. 2, pp. 61–64. (In Russ.)

View all articles of issue


ISSN 2311-8725 (Online)
ISSN 2073-039X (Print)

Journal current issue

Vol. 18, Iss. 10
October 2019