Models for Assessing Service Quality and The Competitiveness of Service Enterprises

Service quality is the central determinant of the competitiveness of service enterprises, which makes the choice of an appropriate measurement framework methodologically critical. This paper reviews the principal international models for assessing service quality and links them to a factor-based framework for evaluating enterprise competitiveness in the service sector. Drawing on the Nordic model of Grönroos, the SERVQUAL gap model of Parasuraman, Zeithaml and Berry, and the SERVPERF model of Cronin and Taylor, the study identifies the strengths and limitations of each approach and argues that none of them, taken alone, satisfies the full set of criteria required for the objective and comparable assessment of social-service enterprises. On this basis, the paper outlines the conceptual foundations of an integral assessment framework the 7M-Service model built on the principles of systemicity, comprehensiveness, objectivity, dynamism and comparability. The analysis is methodological and conceptual; it synthesises the existing literature and derives a working definition of service-enterprise competitiveness that combines resource potential and market outcome. The findings provide a theoretical basis for operationalising competitiveness factors in subsequent empirical work on healthcare and preschool-education enterprises in the Bukhara region.