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. Mazkur tezis kichik biznes subyektlarida xizmat sifatini tizimli boshqarish muammosiga bag‘ishlangan. Amaliyotda ko‘plab kichik korxonalarda xizmat sifati bo‘yicha aniq o‘lchovlar yetishmasligi, KPI ko‘rsatkichlarining tarqoq qo‘llanishi hamda mijozlardan qayta aloqa olish va uni tahlil qilib qarorga aylantirish mexanizmlarining sustligi kuzatiladi.
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