ON THE ISSUE OF ASSESSING THE IMPACT OF DIGITAL TECHNOLOGIES ON THE QUALITY OF SERVICE AT SERVICE ENTERPRISES WITHIN THE FRAMEWORK OF THE LEAN MANAGEMENT CONCEPT

Abstract

The purpose of the study is to advance methodological approaches to assessing the impact of digital technologies on service quality at service-sector enterprises within the framework of lean management. The research materials include scholarly publications, methodological developments, and open-access data reflecting the digitalisation of service processes, the application of lean management tools, and the measurement of service quality across various service industries. The study employs structural and comparative analysis, deductive modelling, the systematisation of scholarly approaches, the generalisation of sectoral practices, and the substantive interpretation of the findings. Research findings: the following principal approaches were identified: economic, process-based, customer-oriented, results-based, maturity-based, integrative, and comprehensive; an original comprehensive assessment model was developed that combines implementation conditions, process changes, quality parameters, and economic outcomes and reveals the interrelationships among these areas of assessment. Conclusions: (a) the combined application of seven methodological approaches was substantiated; (b) a system of indicators, data sources, and assessment methods was proposed; (c) the conditions for the reliable interpretation of results were established with due regard to sectoral specificities, seasonality, personnel changes, and the duration of digital technology adoption.