“Trigger effect” of the passenger

Abstract

The purpose of the study is to study the reaction of passengers and customers to the further use of the services provided at the infrastructure facilities of the passenger complex through the main “trigger effects” and behavioral reactions, as well as the possible consequences of their occurrence and the influence of emotional coloring on the assessment of the quality of services. The need for local studies of the “behavioral factors” of the passenger through the element of the “trigger effect” is substantiated, when part of the research will be aimed at result-oriented and proactive introduction of a new service or its automation.Cause-and-effect relationships, simulation modeling, algorithmization, data analysis, block diagramming, etc. are applied. The main parameters (“trigger factors”) of passengers’ refusal to use the services of the station complex are identified.The presented developments will allow to substantiate the relationship between the introduced digital services and the transition to individual automated devices (systems) through an assessment of the perception and reaction of passengers to the services provided and offered, the degree of interaction between passengers and Russian Railways. It is proposed to adjust the life cycle of any service, taking into account possible errors and the influence of “triggers” for a more controlled and reasonable opinion of passengers. Based on the results of the study and the data obtained, it is possible to revise the methodology for assessing the level of passenger satisfaction with the quality of railway transport services and loyalty, which will take into account additional factors (behavioral and trigger) of individualization of services.