Enhancing Business Growth through Improvements in Customer Service Quality

Under conditions of intensifying competitive struggle and active digital transformation of the business landscape, the quality of customer service serves as a primary factor of an organization’s competitiveness and long-term sustainability. Neglecting the development of customer service can not only impede expansion but also undermine consumer loyalty, leading to missed commercial opportunities. The study is aimed at integrating existing scientific concepts and empirical cases to identify and verify the interconnection between the purposeful enhancement of service standards and the dynamics of key business metrics. Within the framework of this work, an analysis of theoretical models of service quality (including SERVQUAL and the Kano model) has been conducted; a classifier of the main factors determining the levels of customer satisfaction and loyalty has been formed; and an overview of the influence of specific service innovations on consumers has been provided. The methodological basis of the article is the synthesis of academic publications from recent years, relevant monographs, and open case studies devoted to customer experience management. The obtained results demonstrate a statistically significant positive correlation between the volume of investments in improving service quality and the financial performance of companies. The paper will be useful for top managers, heads of customer service and marketing departments, as well as researchers in the fields of management and economics seeking to understand the mechanisms by which the service component affects the sustainable growth of an enterprise.