Review article

The article deals with forming of competitiveness strategy of business structures in housing and communal services in terms of assessing and improving the quality of provided services. There was built up the "Gap - Zeithaml" adaptive model in regard to management companies, and on its basis, there were formulated recommendations on working out the strategy. It is proposed using the customer satisfaction model for better understanding the reasons of different perceptions by consumers of management companies` efforts on providing the good quality and determining the requirements necessary to create a competitive advantage.