The relevance of the study is due to the need to improve the assessment and management of the quality of services in the field of tourism and hospitality, where the level of service determines the competitiveness of enterprises. Existing quality assessment and control systems are not keeping pace with changes in consumer preferences and socio-cultural transformations. This requires the development of an effective organizational service quality management system that takes into account current socio-economic conditions. The research that forms the basis for the development of the methodology is a basic guideline for building an effective organizational system of service quality management in socio-cultural services at enterprises in the field of tourism and hospitality. The purpose of the study is to develop a methodology for evaluating the organizational quality management system of the service based on the twelve-factor model of service quality. Methods and materials: when developing the methodology for assessing service quality management (SQM), the information and analytical method was used. This approach allows for a comprehensive and effective analysis of the quality of service processes, combining data from various sources and providing a deep understanding of consumer behavior. Research results: using the developed methodology for assessing service quality management (SQM), an analysis of the quality of service of the sanatorium-resort enterprise «N» was carried out. The results of the study noted that the organizational service quality management system is a system of interactions of all service processes in the enterprise, invisible to the consumer, focused on positive consumer perception and expectations. The methodology contributes to the formation of corporate standards of service quality, which are an integral part of the positive image of the company. The scientific novelty of the research lies in the fact that, based on the twelve-factor service quality model, a methodology for evaluating the organizational service quality management (SQM) was developed, which is an effective tool created for monitoring and service audit of the effectiveness and efficiency of the organizational quality management system at the enterprise. The practical significance of the research lies in the fact that the proposed methodology will make it possible to quickly identify service quality problems and adapt to changing consumer requirements, including the introduction of new technologies, as well as maintain a high level of value orientations reflected in corporate service quality standards. The results of this study can serve as a basis for further scientific research aimed at forming an effective organizational system of service quality management in the tourism and hospitality industry.
Lesnikov et al. (Wed,) studied this question.