SERVICE SYSTEM AND QUALITY DEVELOPMENT
The level of the customer satisfaction with the quality of provided central and local government services is determined on the basis of the customers survey and "mystery shopper" control checks. The are also given suggestions for the development of this sphere.
Keywords: service, service industry, activities, multifunctional center, social marketing, customer
quality satisfaction.
Valentina N. Kalyshenko, candidate of Economics, associate professor of Samara State University of Economics; Ulyana M. Stalkina, candidate of Economics, associate professor of NSEE HPE “International Market Institute”, Samara.