ECONOMETRIC ASSESSMENT MECHANISMS OF THE IMPACT OF TRADE SERVICE QUALITY INDICATORS ON THE LEVEL OF COMPETITIVENESS
DOI:
https://doi.org/10.5281/zenodo.20497132Abstract
The article applies econometric methods to assess the quantitative relationship between the
core dimensions of trade service quality (tangibles, reliability, responsiveness, assurance and empathy) and
the competitiveness level of retail trade enterprises. The study is based on primary data collected from 125
trade enterprises within the SERVQUAL framework. A multiple linear regression model is employed together
with tests for multicollinearity (VIF), autocorrelation (Durbin–Watson) and heteroscedasticity (Breusch–Pagan).
The results show that service quality indicators explain 73.1% of the variation in competitiveness, with reliability
and responsiveness exerting the strongest influence. A step-by-step algorithm for the assessment mechanism
is proposed.
Keywords
trade services, service quality, SERVQUAL, competitiveness, econometric assessment, multiple regression, multicollinearity, customer satisfaction.References
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