Factors influencing the improvement of user satisfaction with housing and communal services in the context of modernisation of the housing sector in Russia

The management of housing and utilities sector reforms certainly requires assessment of the achieved level of development of the sector at the level of regions, areas of activity, such as energy saving, and individual organisations. The introduction of market-based management mechanisms requires the use of market-based performance indicators. But the methodology for assessing the performance of management companies approved by the Board of the State Corporation for Housing and Communal Services on 14 October 2011 does not contain any marketing indicators to assess the extent to which the company uses market mechanisms in its activities and is focused on the end user. Under the current conditions it becomes important to introduce marketing management methods in the sphere of housing and communal services. Market relations in the industry are being formed, but there are no marketing methods adapted to the current conditions and peculiarities of the industry. In recent years, there has been a decrease in the share of investments in the housing and utilities sector in the total volume of investments in the Russian economy and in the share of expenditures on housing and utilities sector in the total volume of budget expenditures. In addition, budgets regularly underfunded housing and utilities enterprises. The need to form market mechanisms in this industry and attract private capital, whose representatives are interested in the growth of such intangible assets as brand capital and customer capital, is becoming obvious.