Quality Management of Transport Service in the Russian Federation in the Sphere of Cargo Transportation

Abstract

The improvement of the quality level of transport services to consumers of transport services is a significant factor in the progressive development of not only the transport sector, but the national economy as a whole. In modern conditions, in most cases, more than one entity is involved in the process of implementing a transport service: this is directly the carrier, the owner of the infrastructure facility, the freight forwarder, a number of other business entities related to the transport industry. Shortcomings in the work of at least one of these entities can have the most negative impact on the result of the efforts of all participants in the process of cargo transportation, damaging the reputation of companies that are not guilty of poor customer service. The reality of such situations makes it necessary to conduct a thorough analysis of how the activities of each subject affect the process of providing transport services, as well as the development of a methodology for determining the measure of such influence, since the approaches currently used are not combined into a single system, but are aimed only at a specific subject of the transport market.