The effect of the economic-competitive environment on the improvement of the customer service sector

Abstract

One of the main goal of the organization is the abundance of loyal users, which is influenced by customer service. Customer service is a very common topic not only in the internet space and scientific literature, but also in the customer service sector, which includes the provision of services. However, most organizations do not focus on improving customer service and are not consistently familiar with their economic-competitive environment, which influences the quality of customer service. Therefore, the scientific literature is analyzed and a descriptive study of the impact of the economic-competitive environment on the improvement of the consumer services sector is carried out. The purpose of the research is to determine in which country the indicators of the economic-competitive environment are more favorable for service sectors in serving consumers. During the theoretical analysis, two components of the topic are analyzed: the first – the economic-competitive environment in consumer service, the second – motives for improving consumer service in the service sector. Since the analysis of the scientific literature revealed that there is no unified solution for improving service among different researchers, the article assumes that the different economic and competitive environments of countries affect consumer service. In order to identify the best country according to indicators relevant to service, where the elements of the economic-competitive environment are more favorable to service sectors in serving consumers, the significance of criteria weights to consumer service was found using the CRITIC method and the ranking of countries was carried out using the EDAS method, which helps to identify the leading country according to all evaluated indicators.