THE IMPACT OF DIGITALIZATION ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOUSEHOLD SERVICE SECTOR: EMPIRICAL EVIDENCE FROM SAMARKAND REGION

Pardayev Sherzod Xolmurodovich and Yuldosheva Zulfizar Sayfullayevna

GREEN ECONOMY AND DEVELOPMENT, 2026, vol. 4, issue 1

Abstract: This study examines the impact of digitalization on service quality and customer satisfaction in the householdservice sector of the Samarkand region. Using survey data collected from 320 consumers and regression analysis, theresearch identifies the extent to which digital tools—online payment, online queue systems, mobile applications, and digitalcommunication—affect perceived service quality. Results show that digitalization significantly improves service reliability,responsiveness, and customer satisfaction. The study provides policy recommendations for enhancing competitivenessthrough digital transformation.

Keywords: digitalization; service quality; customer satisfaction; household services; competitiveness; Samarkand. (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:teu:ged000:v:4:y:2026:i:1:id:8753

DOI: 10.5281/zenodo.18266818

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