Assessment of the influence of the indicators of providing the quality of the transportation service of the city passenger enterprise on the transportation behavior of consumers in the city of Kyiv

Abstract

Methods. The research results were obtained by applying a number of scientific approaches and methods, such as: multiple correlation – to determine satisfaction with the provided transport service of a trip by city passenger transport; the method of graphic factor analysis using the attributes of the quality of the transport service – to determine the quality of the process of providing the transport service and the quality of the result of receiving the transport service; methods of analysis, grouping – for the systematization of scientific and methodological approaches, determination of key indicators for evaluating the effectiveness of managerial influence on improving the quality of transport services for certain segments of customers of the city passenger carrier. Results. Evaluation of the relationship «quality – satisfaction» cannot be only point-wise: it is necessary to take into account at what point in time during the service process and how exactly a certain attribute of the quality of transportation affected a person’s impression. The short-term and continuous nature of the transport service for the transportation of passengers in the city makes it possible to evaluate its overall quality as an impression accumulated under the influence of attributes. Analysis of the dynamics of such accumulation allows identifying priority areas of management influence aimed at improving quality for individual segments of the city carrier’s customers. Novelty. The scientific novelty of the research results lies in the method of measuring the overall perceived quality of a trip through the city by isolating the quality of each of its attributes, the quality of its process, and the result, which made it possible to compare estimates of the level of quality of trips through the city for drivers of private cars and passengers of city transport, which meets the market requirements for quality of transport service provision. Practical value. The results of the study are of an applied nature, since the study of directions for evaluating the quality of the provided transport service in megacities will ensure the systematic application of tools with the stabilization of management approaches.