Application Of Correlation Analysis In The Study Of Passenger Service Quality Indicators

Abstract

In order to increase competitiveness in the market of transport services, railway transport enterprises pay attention to the passenger service quality. Currently, the insufficiently developed regulatory and methodological base and the absence of an approved for procedure of passenger service quality assessing slow down the efficiency of the Russian railways. Competitive advantages are determined by the scale and depth of coverage of the transport market. To assess the level of quality of services, it is necessary to determine a number of limiting factors: the type of potential consumers, the assortment set of service parameters, the level of competitiveness in the transport market, taking into account objective and subjective factors. Railway transport services quality is assessed by to the certain criteria. It is recommended to distinguish the following indicators: accessibility, efficiency, reliability, and convenience. The assessment made in this research revealed a number of problems. They can be solved by the method of assessing the quality of the organization of passenger transport services, with the use of correlation analysis of the pairwise dependence of market research indicators and the implementation of customer service parameters. This will allow us to determine the dependence of the estimated indicators for further selecting and to establish a unified list of criteria for a joint analysis of the transport services quality.