METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY
The paper analysis approaches to establishing a system of indicators for public transport service quality in Moscow using customers’ expectations and current characteristics of transportation service. The topic is relevant due to using a new model of transportation service in Moscow involving privat...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | Russian |
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Nauka
2016-08-01
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| Series: | Модернизация, инновация, развитие |
| Subjects: | |
| Online Access: | https://www.mir-nayka.com/jour/article/view/352 |
| _version_ | 1797876951356014592 |
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| author | Olga Saginova Iosif Spirin Nadezhda Zavyalova Roman Sidorchuk |
| author_facet | Olga Saginova Iosif Spirin Nadezhda Zavyalova Roman Sidorchuk |
| author_sort | Olga Saginova |
| collection | DOAJ |
| description | The paper analysis approaches to establishing a system of indicators for public transport service quality in Moscow using customers’ expectations and current characteristics of transportation service. The topic is relevant due to using a new model of transportation service in Moscow involving private transportation companies, which requires establishing uniform service quality standards. Object of research. Public transport service quality Objectives. Using modern marketing concepts and customer oriented approach to service quality assessment develop a comprehensive methodology of managing public transport service quality. Methods. The paper uses Russian and foreign research publications in service quality assessment as well as results of research project by a team of scientists from Plekhanov Russian University of Economics. Methods of comparative research, netnography and marketing research (focus groups and survey methods) were used. Results. After analyzing the public transportation problems in the megapolis, current transportation policy and survey of foreign experience, transportation service standards of EC, USA and CIS, a structure and method of establishing a self-regulated system of improving transportation service quality was developed basing on a marketing approach. Conclusions/relevance. The developed methodology of establishing a self-regulating system of improving the transportation service quality is based on a marketing approach, and the structure of a system of indicators to assess the service quality, basic indicators of expected and perceived quality of transportation service. |
| first_indexed | 2024-04-10T02:10:34Z |
| format | Article |
| id | doaj.art-50eed52102ca40ebbdb3a20e7aba053e |
| institution | Directory Open Access Journal |
| issn | 2079-4665 2411-796X |
| language | Russian |
| last_indexed | 2024-04-10T02:10:34Z |
| publishDate | 2016-08-01 |
| publisher | Nauka |
| record_format | Article |
| series | Модернизация, инновация, развитие |
| spelling | doaj.art-50eed52102ca40ebbdb3a20e7aba053e2023-03-13T08:37:12ZrusNaukaМодернизация, инновация, развитие2079-46652411-796X2016-08-0172(26)283710.18184/2079-4665.2016.7.2.28.37350METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITYOlga Saginova0Iosif Spirin1Nadezhda Zavyalova2Roman Sidorchuk3ФГБОУ ВО Российский экономический университет имени Г.В. Плеханова 117997, РФ, г. Москва, Стремянный пер. 36ФГБОУ ВО Российский экономический университет имени Г.В. Плеханова 117997, РФ, г. Москва, Стремянный пер. 36ФГБОУ ВО Российский экономический университет имени Г.В. Плеханова 117997, РФ, г. Москва, Стремянный пер. 36ФГБОУ ВО Российский экономический университет имени Г.В. Плеханова 117997, РФ, г. Москва, Стремянный пер. 36The paper analysis approaches to establishing a system of indicators for public transport service quality in Moscow using customers’ expectations and current characteristics of transportation service. The topic is relevant due to using a new model of transportation service in Moscow involving private transportation companies, which requires establishing uniform service quality standards. Object of research. Public transport service quality Objectives. Using modern marketing concepts and customer oriented approach to service quality assessment develop a comprehensive methodology of managing public transport service quality. Methods. The paper uses Russian and foreign research publications in service quality assessment as well as results of research project by a team of scientists from Plekhanov Russian University of Economics. Methods of comparative research, netnography and marketing research (focus groups and survey methods) were used. Results. After analyzing the public transportation problems in the megapolis, current transportation policy and survey of foreign experience, transportation service standards of EC, USA and CIS, a structure and method of establishing a self-regulated system of improving transportation service quality was developed basing on a marketing approach. Conclusions/relevance. The developed methodology of establishing a self-regulating system of improving the transportation service quality is based on a marketing approach, and the structure of a system of indicators to assess the service quality, basic indicators of expected and perceived quality of transportation service.https://www.mir-nayka.com/jour/article/view/352транспортное обслуживаниепассажируслугамаркетинговый подходвоспринимаемое качествоназемный транспорт общего пользования |
| spellingShingle | Olga Saginova Iosif Spirin Nadezhda Zavyalova Roman Sidorchuk METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY Модернизация, инновация, развитие транспортное обслуживание пассажир услуга маркетинговый подход воспринимаемое качество наземный транспорт общего пользования |
| title | METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY |
| title_full | METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY |
| title_fullStr | METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY |
| title_full_unstemmed | METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY |
| title_short | METHODOLOGY OF PUBLIC TRANSPORT SERVICE QUALITY |
| title_sort | methodology of public transport service quality |
| topic | транспортное обслуживание пассажир услуга маркетинговый подход воспринимаемое качество наземный транспорт общего пользования |
| url | https://www.mir-nayka.com/jour/article/view/352 |
| work_keys_str_mv | AT olgasaginova methodologyofpublictransportservicequality AT iosifspirin methodologyofpublictransportservicequality AT nadezhdazavyalova methodologyofpublictransportservicequality AT romansidorchuk methodologyofpublictransportservicequality |