Publication Details
Abstract
This article examines the systematization and characterization of processes in retail outlets using the Surkhandarya region as an example. The relevance of the study is driven by intensifying market competition, rising consumer expectations for service quality, and the need to implement flexible, process–oriented management approaches. The author analyzed service levels in five large retail chains in the region using the Mystery Shopping method for the period 2024–2025. Based on an assessment of 5–20 parameters across various service areas (self–service areas, counters, vegetable departments, and checkout areas), an integrated service quality indicator–the corporate SQ Index–was determined. Leaders and losers in service quality were identified, as well as the main factors influencing customer satisfaction. The study found that the Imrat Market chain (Denau district) offers the highest level of service, while a number of other chains face staff qualification issues, low motivation, and inadequate customer service. The study concludes with proposals for improving service quality management in regional retail.