Abstract
Purpose. At the present stage of development of Ukraine’s economy, passenger traffic service quality management of railway enterprises became one of the main tasks to ensure their efficient operation. In terms of railway re-forms and increased competition in the transport market, the discrepancies between the technological level of traffic and the growing needs of society and the quality standards of transport services, the priority is the establishment of quality management system for passenger traffic services in rail transport. This question should be considered in the paper. Methodology. To achieve this goal and ensure a high quality level of passenger traffic services in rail trans-port, which involves a combination of approaches to the position of consumers (determination of their satisfaction) and railway enterprises (measurement of results and formation processes of service quality), the paper proposed a passenger traffic service quality management system. The proposed methodical approach to formation of the passenger traffic service quality management system in rail transport implements a principally new scheme of interaction of elements during provision of services, where the inter-related resources (human, material, financial, information), means, instruments and processes result in creation of quality transport service. Findings. The efficiency of the passenger traffic service quality management system allows detecting the dynamic of improvement of the services provided by the railway enterprises and building the system which is self-learning on the principles of continuous improvement. The paper grounded new principles of the passenger traffic quality management, which were formed on the basis of general management principles, quality management principles and railway transport management principles. Originality. The work presents the developed passenger traffic service quality management system targeted to meet the expectations of passengers from transport process while taking into account the economic interests of railway enterprises. The basis of this system is conceptual principles, namely, goal, objectives, subject, object, principles, functions and practical recommendations, which generally determine the relationship of the basic elements of the passenger traffic service quality management in rail transport. Practical value. The practical value of the obtained by the author results is that their implementation will enable railway enterprises to forecast the improvement of service quality level, taking into account their specific features and create solutions for control and regulation of processes and passenger traffic service quality effects. The theoretical and methodological provisions may be used in the formation, operation and improvement of the quality management system for passenger traffic services in rail transport.
Highlights
Passenger rail traffic has traditionally played great importance at every stage of development of Ukraine, both in the days of centralized management and at the stage of transition to the market management.Much larger percentage of the population uses the services of passenger rail traffic rather than the freight transport services; it is the state of passenger traffic complex that forms the image of the country’s rail system in the society.The current situation in the Ukrainian railway transport sector is characterized by significant dynamic changes
One of the trends in the market of railway transport services is the differentiation of transport services by levels, capacities and needs of consumers, which in its turn necessitates the organization of the quality management system as the basis of efficiency and competitiveness of services provided to meet the requirements of consumers and assess the degree of compliance of this service quality to the requirements
The economy of rail transport as a system of production and logistic relationship has its own specificity, which is determined by the complexity of management – the railway sector, which consistently provides basic services of cargo or passenger transportation from point of origin to destination point in compliance with the four principles, and additional services – activities or works that do not affect the performance by rail of its primary function – delivery of cargo or passenger to the destination, but increase customer satisfaction from receiving the service
Summary
Passenger rail traffic has traditionally played great importance at every stage of development of Ukraine, both in the days of centralized management and at the stage of transition to the market management.Much larger percentage of the population uses the services of passenger rail traffic rather than the freight transport services; it is the state of passenger traffic complex that forms the image of the country’s rail system in the society.The current situation in the Ukrainian railway transport sector is characterized by significant dynamic changes. Passenger rail traffic has traditionally played great importance at every stage of development of Ukraine, both in the days of centralized management and at the stage of transition to the market management. The present transformation sets for the railway the new complicated tasks – to ensure provision of transportation to the economy and population, and to form a new, competitive segment of the railway business both in suburban and long-distance passenger transport sector, able to interact effectively with all stakeholders of the transportation process, continuously improve the quality of their work, despite the tariff restrictions and increased competitive pressure from other forms of passenger transport. Improvement of passenger traffic service quality today and in the future is the basis for attracting passengers to rail transport and improve profitability regardless of ownership and the nature of the operation of passenger businesses.
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