Qualitative assessment of passenger service

Abstract

The developed methodology for assessing the level of quality of passenger service presented below is relied on existing developments in this area, international standards for determining the quality of service and passengers’ questionnaire. The main goal of the proposed methodology is to determine the necessary social effect of the urban passenger transport, as well as the costs that must be incurred to ensure it and the income that will be received at a given level of service for the population of the city (region). When determining all these indicators, it is necessary to take into account the interests of all participants in the passenger service market (urbanities, owners of private motor transport enterprises and passengers). According to the methodology, it is proposed to determine the social effect of the urban transport through the level of quality of passenger service. This indicator should include both the qualitative characteristics of passenger service and the level of transport tariffs of different carriers, since for many categories of passengers, the latter indicator will play a decisive role in choosing the type of the vehicle and the carrier.