Abstract
[For the English abstract and full text of the article please see the attached PDF-File (English version follows Russian version)].ABSTRACT At the example of a business unit «Passenger transportation» interdependent objectives of Russian Railways holding in respect of improving q u a l i t y o f customer s e r v i c e based on standardization of services are represented. Three matrices of management systems are shown. They describe passenger transportation, services of station complex, information and preparation for a trip. The purposes of international and federal standards, own regulatory framework of Russian Railways, approaches to systematic assessment of quality of services are commented. The latter defines, according to the authors, the selection by a potential customer of a priority mode of transport. Keywords: railway, passenger transportation, standards, quality of service, quality management system, consumer demand, client, service matrix.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
