ASSESSMENT OF PASSENGER SATISFACTION WITH MOTOR TRANSPORT SERVICE

Abstract

Currently, road transport workers face the task of meeting the needs of all spheres of economic activity in the transportation of goods and passengers. At the same time, road transport enterprises must function on the principles of profitability. An effective factor in improving the production, market and financial results of their activities is ensuring consumer satisfaction with the services provided. Therefore, the topic of this study is relevant. The object of the study is the process of providing motor transport services to consumers, who will be satisfied with them. The subject of the study is methods of assessing consumer satisfaction with the provided motor transport service.The main goal of assessing passenger satisfaction with the transportation service is to establish the degree of correlation between the actual values of the characteristics of the transportation service, the wishes and requests of consumers, and, in the presence of their inconsistency, to propose the necessary changes in the organization of these processes. For this purpose, in this study, the indicators that affect the level of passenger satisfaction with the motor vehicle service, established using the Saati method, are determined.The main summarizing indicators-criteria for assessing the satisfaction of consumers (passengers) with the motor transport service are defined as: availability of the service; comfort while waiting for the delivery of the vehicle; the comfort of the passenger's journey in the vehicle. The hierarchical structure of these indicators is substantiated, the degree of influence on certain aspects of consumer satisfaction is established. The obtained results make it possible to determine the degree of satisfaction and calculate the opportunities of motor transport enterprises to improve the results of their activities: production, market and financial.