Optimization of Business Processes in Service Organizations Based on the Assessment of Customer Satisfaction

The aim of the presented master's thesis is to develop a methodology for optimizing business processes in service organizations based on an assessment of customer satisfaction. The first chapter deals with the concept and essence of business processes; concept, essence, roles, tasks and methods of optimizing business processes and assessing customer satisfaction; features of the service sector; the relationship between customer satisfaction, enterprise management and business process optimization. In the second chapter, the research task is set, a methodology for optimizing business processes is developed based on the assessment of customer satisfaction in service organizations, the scientific novelty of the research is argued, limitations on the use of the methodology are given, and the expected results are described. The third chapter is devoted to testing the applicability of the developed methodology in real companies, as well as developing recommendations for optimizing business processes, taking into account the satisfaction of consumers in the areas of tourism and restaurant services.