ANALYSIS OF THE QUALITY OF CUSTOMER SERVICE AT RETAIL TRADE ENTERPRICES AS AN EXAMPLE OF THE «ATB» AND «SILPO» NETWORKS

At times, retail networks are becoming important, which provide consumers with the opportunity to quickly, conveniently, with minimal effort and time to purchase the necessary goods and services in terms of free choice and a wide range, not far from the place of work or residence, at the right time and in a certain quantity. In this work, we investigate which criteria, services, quality of service in networks consumers like, and which do not. The research of this work was formed on the basis of a survey of ordinary average buyers of the «ATB» and «Silpo» chains using the Kano and «Mystery shopping» methods.