EVALUATION METHODS OF THE QUALITY AND EFFICIENCY OF SUBURBAN PUBLIC TRANSPORT SERVICES

Abstract

The article addresses the problems of the evaluation methodology improvement of the transport service efficiency and quality provided to passengers on suburban bus routes in accordance with the modern management system requirements. The purpose of the study is to provide practical recommendations to motor transport enterprises following which they can improve the level of service provided to suburban bus route passengers, as well as to provide a structured approach that will allow transport organizations to respond objectively and reasonably to requests resulting from new passenger transportation needs. The peculiarities of public transport enterprises` activities and passenger transportation organization in suburban traffic are investigated in the paper, which is taken into account in the development of the basic activity efficiency and passenger service quality evaluation method. For a comprehensive assessment of quantitative and qualitative transport service indicators, the evaluation method of the transport service efficiency is proposed. According to the standards of the passenger service quality system, there are certain requirements related to the understanding of all processes by personnel, proper application, the provision of necessary resources, the satisfaction of passengers` demands and expectations, environmental impact and societal needs as well as the prevention of negative situations and their elimination after their occurrence. As a result, this approach makes it possible to reflect the transport service level both through the prism of enterprises ` operation efficiency and the quality of transport service provision. Thus, the results of the study are of practical importance in the application of such methods in motor transport enterprises` activity providing the necessary information for management in modern business conditions.