Passenger Transport Service Quality Research Articles

КОМПЛЕКСНА ОЦІНКА ЯКОСТІ НАДАНИХ ПОСЛУГ ПАСАЖИРАМ ЗАЛІЗНИЧНОГО ТРАНСПОРТУ, ЯК СТРАТЕГІЧНИЙ ІНСТРУМЕНТ ДЛЯ ЗАБЕЗПЕЧЕННЯ ЕКОНОМІЧНОГО УСПІХУ ЗАЛІЗНИЧНИХ ПІДПРИЄМСТВ

The article addresses the important issue of assessing service quality in the railway passenger transport sector. The author of the article tackles this problem by developing and proposing a modified methodology for evaluating the quality of passenger transport services by rail. The main goal of the research was to determine an integrated indicator of service quality using an economic-mathematical model. The article provides a detailed description of the essence and peculiarities of the developed methodology, highlighting key aspects of assessing the quality of railway passenger transport services. Special attention is paid to the analysis and determination of the advantages of the proposed approach compared to existing methodologies, particularly in the selection of indicators for assessing the quality of railway passenger transport services. The features of service quality assessment at three key stages: before the trip, during the trip, and after the trip, are discussed, taking into account the specifics of railway transport. The obtained results allow determining an integrated indicator reflecting the overall level of passenger service at all stages. The elucidation of the peculiarities of the proposed methodology and its effectiveness in the context of railway transport allows the author to draw reasoned conclusions about the level of passenger service and identify directions for further research in this area. The developed methodology opens up new opportunities for collecting and analyzing data on the quality of passenger service in railway transport, contributing to further optimization and improvement of passenger transportation by «Ukrzaliznytsia».

PREREQUISITES FOR THE CREATION OF A SINGLE OPERATOR OF URBAN PASSENGER TRANSPORTATION

In this article, the authors consider the prerequisites for creating a single operator of urban passenger transportation. This organization is necessary to control the operation of all types of urban passenger transport. The prerequisites are problems in the field of urban passenger transport: poor quality of public transport services, which leads to numerous complaints and dissatisfaction of passengers. A single operator of urban passenger transportation will help solve these problems, as it will monitor the quality of services provided by carriers.
 The purpose: to analyze the prerequisites for creating a single operator of urban passenger transportation in modern cities.
 Method or methodology of the work: statistical analysis and synthesis were used in the article.
 Results: the problems of urban passenger transport are identified, which are prerequisites for the creation of a single operator of urban passenger transportation, namely, low indicators of the quality of passenger transport services according to various criteria
 Scope of application of the results: research activity on the development of new approaches in the field of organization of transportation and transport services.

Assessment of impact of priority movement for urban public passenger transport on the quality of passenger service

Problem. The article presents a view on solving the problem of the management formation measures to improve the quality of public transport services through the feasibility justification of implementing priority movement of urban public passenger transport in relation to the assessment of passengers' perception of the actual travel time along the route. Goal. The purpose of the work is to establish a characteristic relationship between the traffic parameters of route vehicles in the conditions of the priority of urban public passenger transport and time indicators of the quality assessment of passenger transport services. Method. The methodological basis for establishing a connection between traffic parameters in terms of the priority of urban public passenger transport and time indicators for evaluating the quality of transport service is a set of developed analytical models that describe the process of formation of passenger exchange at stopping points and time parameters of vehicle movement. Results. On the basis of the functional connection for the selected structure of the research object, it was established that the implementation of the urban public passenger transport priority with the organization of traffic on special lanes and unhindered passage of regulated intersections plays a significant role in improving the quality of passenger transport services. Originality. The assessment of the quality of transport service is based on establishing the level of compliance of each passenger's actual travel time with the previously planned. The use of travel time as a primary evaluation indicator is due to its leading role in the formation of quality criteria and the presence of influence on the parameters that determine the level of transport supply on the route. Practical meaning. The distribution of passengers at stops on route No. 24 «micro-district 602 – Akademika Pavlova subway st.» (Kharkiv, Ukraine) was obtained during modeling between the levels of perception of the quality of transport service showed that for everyday conditions, 8.9% and 27.8% of passengers (36.7% in total) receive a high-quality and suitable assessment, for traffic priority by sections – 32.3% and 64% (96.3% in total), when organizing priority passage at the intersection – 57.5% and 40.4% (97.9% in total). The obtained results indicate the expediency of implementing priority traffic from the standpoint of assessing the level of improvement in the quality of passenger service.

КРАУДСОРСИНГОВЫЕ ТЕХНОЛОГИИ И УПРАВЛЕНИЕ РАЗВИТИЕМ ПАССАЖИРСКОГО ТРАНСПОРТНОГО КОМПЛЕКСА

The trend of involving citizens in solving economically significant problems is supported by business and state and municipal authorities. Crowdsourcing, being one of the manifestations of digitalization, makes it possible to involve a significant part of society, which regularly uses various types of its services, in improving the quality of work of the passenger transport complex. The article proposes a project to enhance the participation of passengers in collecting information about the quality of passenger transport services provided and, thus, promoting its economic development. The incentive mechanism is a loyalty point system for participation in required surveys. The authors analyzed existing digital crowdsourcing platforms and used the method of sociological survey through Internet resources. The demand for the use of crowdsourcing to collect passenger opinions and the positive economic returns from it are determined. The novelty of the project lies in the involvement of passengers as direct participants in transportation, in targeting younger customers, which allows you to quickly establish effective digital communication with them.

Intelligent system of passenger flows dynamic 2D-visualization for public transport routes

In order to increase the attractiveness of public transport for urban residents, a software product has been created for transport companies that, by visualizing passenger traffic, helps to improve the quality of public transport services provided within the city. The paper analyses existing and current scientific developments and literature sources, which show the advantages and disadvantages of a large number of different algorithms and methods, approaches, and methods for solving problems of 2D- visualization of passenger flows on public routes. As a result of the research, stable connections have been established between the factors and criteria involved in assessing the quality of passenger transport services. The system analysis of the designed system is executed, and examples of the structure of an intelligent system of 2D visualization of passenger flows are created. The connections of the system with the essential elements of the external world are analysed. For a visual representation, diagrams of usage variants, classes, sequences, states, and activities are created according to UML notation. Our own unique algorithms have been created for displaying visualizations in two different modes: schematic and “on the map”. In the “on the map” mode, a method of calculating data on the movement of transport units on the route was successfully applied for 2D visualization on the screen, taking into account the absolute values of geographical coordinates in the world. This avoids unnecessary errors and inaccuracies in the calculations. An artificial neural network has been developed that operates using the RMSprop learning algorithm. The artificial neural network predicts how the values of passenger traffic will change when adjusting the schedule of the transport unit on the route. The obtained results make it possible to form and substantiate the expediency of changing the schedule of the vehicle running on the route in order to make more efficient use of races during peak times.

Assessing Island Destination Service Quality—An Integrated Model through Co-creation of Destination E-image

This research aims to develop an integrated model for assessing island destination service quality, maritime passenger transport service quality, destination environmental competitiveness and their direct/indirect effects on tourist satisfaction and behavioural intentions, and further assess the cyclic nature of behavioural intentions in destination e-image formation. The study adopted the convenience sampling method, and the data were collected from 384 visitors at Koh Larn Island in Pattaya City, Thailand. The survey questionnaire was developed based on the literature review and expert opinion and tested for validity and reliability by using reliability statistics, exploratory factor analysis and confirmatory factor analysis; and achieved the required model fit. Further, the causal impacts were tested using structural equation model. The study confirmed the cyclical effects of behavioural intentions and its influence on destination e-image formation; and such destination e-image has a positive relationship in creating the visitors’ perception towards the destination environmental competitiveness and quality of all the services consumed during their trip. Thus, the results revealed that the model is suitable as an integrated approach for assessing tourists’ satisfaction and behavioural intentions towards the island destination. Further, this study extends the behavioural intentions literature based on changing modern-day service consumption patterns.

Assessment of the Quality Passenger Service by Public Transport in Cherkasy

The problem of assessing the quality of public transport services provided to the population by public transport is investigated. The quality of passenger transport services by public transport is influenced by certain factors. Many researchers have been working to identify a combination of factors that would have the most significant impact on the quality of services and by assessing which the level of quality of public transport services provided by public transport could be determined. The article identified the most important indicators that reflect the quality of transport services and proposed a method of assessing passenger service by public transport. The results of the study can be used to determine the level of quality of passenger transport services by public transport in any city and the specific results obtained in the city of Cherkasy are proposed to be used in the process of optimizing the transport network of the city.

Аналіз методів визначення кількості та пасажиромісткості рухомого складу на міських маршрутах пасажирських перевезень

An analysis of methods for determining the number and passenger capacity of rolling stock on urban routes of passenger traffic. Coordinated growth of efficiency and quality of urban passenger transport allows to increase the level of satisfaction of passenger transportation needs, reduce transport stress on the urban passenger transport system, improve the environmental situation, reduce road accidents and the number of road accidents, ensure unprofitable work of carriers. Improving the functioning of the production system of urban passenger transport should ensure a minimum travel time of passengers, regular movement of vehicles along the route, rational use of rolling stock and quality passenger service at minimal cost. Managing the number and passenger capacity of rolling stock on the route is an important task that affects both the quality of passenger transport services and the economic efficiency of carriers. These factors are opposite, ie, by improving the quality of passenger transport services, the carrier is usually forced to reduce the efficiency of vehicles. The tasks of local authorities are to ensure the number and passenger capacity of vehicles on the route and the quality of passenger transport services that would ensure maximum efficiency of the urban passenger transport system, taking into account the interests of all parties, ie carriers, passengers and the community. Despite the presence of a significant amount of research, the task of choosing the number and passenger capacity of buses on regular routes in city traffic, which would ensure an improvement in the quality of services, remains urgent.

NEURAL NETWORK MODEL FOR PREDICTING PASSENGER CONGESTION TO OPTIMIZE TRAFFIC MANAGEMENT FOR URBAN PUBLIC TRANSPORT

The development of public transport in cities is an effective way to reduce “congestion” in the road network and, as a result, increase the speed of passenger transportation. Improving the qua¬lity of urban bus services helps attract more passengers. Bus intervals are calculated once for each route line individually, based on the average congestion of passengers at the stops. In turn, the sudden accumulation of a large number of passengers at bus stops causes that not all passengers can move in a timely manner, which causes concern for passengers. This is one of the factors that redu¬ces the quality of passenger transport services. The aim of the study is to develop a model for predicting the congestion of passengers at bus stops to optimize traffic management of urban public transport. Materials and methods. This article presents a neural network model for predicting passenger congestion at bus stops. It takes into account the spatio-temporal characteristics of bus traffic. Results. The developed model for predicting passenger congestion at bus stops was tested on real data from bus route 3 (Dushanbe, Tajikistan). The model made it possible to predict passenger traffic (the number of passengers at bus stops) with an accuracy of 72% to 74.5% of the actual number of passengers at bus stops. Conclusion. The proposed method, in contrast to other methods, allows you to automatically adapt the forecasting model to the changing conditions of the route line. This method is universal and can be used for other route lines (bus stops). It does not require much time to reconfigure.

ДОСЛІДЖЕННЯ ПИТАНЬ ФОРМУВАННЯ ЯКОСТІ ТРАНСПОРТНИХ ПОСЛУГ ПІДПРИЄМСТВАМИ ПАСАЖИРСЬКОГО ТРАНСПОРТУ КРАЇН ЄС

The article examines the processes, criteria and factors to ensure the quality of passenger transport services. Object of study - processes to ensure the quality of passenger transport services in the context of European integration of Ukraine. Purpose - a study of the world experience in the formation of the concept of quality of transport services, summarizing the main factors that affect the quality of transport services, as well as the main criteria affecting the qualitative characteristics of the services of the transport. Method study - generalization of fundamental works of Ukrainian and foreign scientists of economists is in the internal checking system, dialectical going, fundamental positions of economic theory, system-logical approach near research of the economic phenomena and processes. Satisfaction the needs of society and economy of passenger transport services depends on the quality and timeliness of those services. Questions of quality passenger transport services are interested in users of transport services, companies providing them. However, the requirements and the basic criteria for assessing the quality they are different. If the passenger transport enterprise interested in providing their services with minimal effort and money, the service users in their assessment pay attention not only on the cost of services, but also on transport safety, comfort, delivery time, etc.. The quality of the transport concept of integrated services, which is constantly being developed and improved. Global trends show that the quality of transport services must ensure the needs and expectations of consumers. Accordingly, it is increasing the importance of defining the qualities that affect the quality of service. Given the transient and dynamic nature of modern society and the lifestyle of the main consumers of the services the system factors and quality criteria must be flexible and dynamic to meet the industry's competitiveness on the European market of services. Awareness of the main criteria for assessing the quality of services will help to identify potential strengths and weaknesses. This will help improve not only the quality but also the process of enterprise management, industry, improve customer satisfaction of services received, will increase competitiveness. The results of the article can be inculcated in-process services of enterprises of a transport complex. KEYWORDS: QUALITY, TRANSPORT SERVICE. CRITERIA of QUALITY, TRANSPORT.

JUSTIFICATION OF THE DEGREE OF NECESSITY OF QUALITY INDICATORS IN THE PASSENGER TRANSPORTATION EVALUATION SYSTEM

The approaches to assessing the quality of passenger transport services and indicators considered in scientific works, and also existing in state and international standards, are considered. A hierarchical system of indicators (ranking level) has been drawn up, which distributes the sequence of indicators of transport services. The foreign experience of organizing the work of municipal transport was taken into account, the quality of service of which is constantly monitored and as close as possible to the needs of passengers. However, a number of issues, namely: measuring the quality of transport services for the population on a digital scale, methods and methods for monitoring quality assessment, and improving it, etc., remain open. Based on the results of the preliminary study, the main indicators for assessing the quality of passenger transport were identified and grouped, both objective and dependent on the perception of the consumer, which most clearly describe the quality of the provision of passenger transport services. Almost all researchers in their works have determined that the system of general quality indicators should include the following indicators: availability, reliability, comfort, information content, safety, regularity, cost-effectiveness. But due to the importance of each of the elements of the complex indicator, it is necessary to take into account not only all the components of the quality assessment, but also, to a certain extent, their impact on the quality of the transportation process. The article analyzes the importance of each component included in the system of indicators for assessing the quality of transport services for passengers. The necessity of digital assessment of the quality of services for the transportation of passengers by city bus transport has been substantiated. The developed methodology will allow assessing the quality of passenger transportation by other types of transport. The degree of the need for quality indicators in the passenger traffic assessment system has been substantiated, which will allow evaluating the quality of passenger service not at the verbal level ("bad", "good"), but at the level of digital comparison. substantiation of the degree of need for quality indicators in the passenger traffic assessment system; considering the feasibility of each indicator with its constituent components, determining the degree of influence of each component on the quality of the provision of services for the carriage of passengers by road. For the digitalization of the assessment of the quality of transportation, the designation of the general quality indicator is adopted - Яобщ. In numerical terms, the quality indicator should tend to the maximum value, which in this study is taken as 4. For this, all indicators will be divided into separate components, the weight of which will be estimated at 0.1. A general indicator for assessing the quality of passenger transportation has been determined, which will determine the competitiveness of the enterprise, satisfy the need for a high-quality transportation process, taking into account all criteria and indicators. Thus, the assessment of the quality of passenger transportation, based on the minimum value of the coefficient, which will tend from 3.5 to 4, will determine the ability of the enterprise to carry out the transportation of passengers according to a qualitative assessment and, taking it into account, conduct tenders for the transportation of passengers. Keywords: quality assessment, indicators, transport service, transportation process, passenger traffic, monitoring, ranking.

Route Configuration Method for Highway Passenger Hubs from the Perspective of Transportation Integration: A Case Study of Nanjing, China

As a result of transportation integration, the role of highway passenger transport hubs has changed dramatically; these nodes act as important links to construct a seamless regional comprehensive passenger transport system which reflects the coordination and symmetry of public transportation and the integrated transportation system. In order to optimise the efficiency of transportation organisation and improve the quality of passenger transport services, in this study we developed an optimisation method for the allocation of passenger transport hubs based on the analysis of passenger flow demand and spatial distribution. Configuration models of the departure sites of single-station and multi-station hub lines were established according to the service scope of the stations and the relative generalised travel cost, respectively. The overall optimisation method of the route allocation scheme was proposed by checking and optimising the passenger volume of each station. The developed methodology was successfully validated by applying it to the highway passenger transport hub system of Nanjing, China. The proposed methodology is expected to help management agencies and business operators to optimise existing highway passenger bus lines, thereby improving the quality of their services.

ДОСЛІДЖЕННЯ ЯКОСТІ ОБСЛУГОВУВАННЯ ПАСАЖИРІВ НА АВТОБУСНОМУ МАРШРУТІ №240 МІСТА ОДЕСИ

Предметом вивчення в статті є якість транспортного обслуговування пасажирів на автобусному маршруті №240 в місті Одесі. Метою дослідження є проведення оцінки якості транспортного обслуговування пасажирів на автобусному маршруті №240 в місті Одесі, основною вихідною базою якої є результати натурних спостережень за роботою автобусів на маршруті, і вибір заходів, спрямованих на підвищення ефективності функціонування маршруту. Завдання дослідження: аналіз існуючих підходів оцінки якості транспортного обслуговування пасажирів громадським транспортом; вибір і обґрунтування підходів вивчення попиту на пересування пасажирів громадським транспортом; розробка методики проведення натурних обстежень роботи автобусів на маршруті; визначення обраних параметрів якості транспортного обслуговування пасажирів; розробка заходів щодо підвищення якості транспортного обслуговування пасажирів на маршруті №240. Отримані наступні результати: проаналізовані основні підходи оцінки якості транспортного обслуговування пасажирів громадським транспортом, а також нормативноправову базу в цій сфері; розроблена методика і наведені результати натурних обстежень роботи автобусів на маршруті; розраховані основні параметри якості транспортного обслуговування пасажирів на маршруті (середня дальність поїздки, коефіцієнт нерівномірності пасажиропотоків, коефіцієнт динамічного використання місткості автобуса, коефіцієнт змінюваності, транспортну роботу, регулярність руху, час очікування), на підставі яких запропоновано заходи щодо підвищення ефективності роботи маршруту. Висновки. Розроблена методика проведення натурних обстежень якості обслуговування пасажирів дає можливість отримати вихідні дані для подальшого визначення і розрахунку параметрів якості обслуговування на маршруті: регулярність руху автобусів, ступінь використання місткості транспортного засобу, середня дальність поїздки пасажирів, коефіцієнт змінності, коефіцієнт нерівномірності пасажиропотоків, час очікування на зупиночному пункті. Для підвищення якості обслуговування пасажирів на маршруті пропонується зменшити інтервал руху автобусів до 9 хв., Що призведе до необхідності придбання двох додаткових автобусів місткістю 50-60 пас.

Проблемы оценки экономических эффектов от использования цифровых технологий в городских транспортных системах

Objective: To clarify the existing methods for the assessment of economic effects arising from modern digital technologies applying in urban transport systems. Nowadays, there is an intensive digitalization process in various industries, including transport. This requires the development of relevant methods for assessing the economic efficiency of investments in digitization projects. Methods: To achieve the goal we used such general scientific research methods as observation, analysis, generalization, and analogy. Results: Information about the possibilities of new digital technologies applying in urban transport systems has been digested. The main positive effects arising from digitalization in urban transport systems have been highlighted. Taking into account the specific character of urban transport systems, classification of these effects based on the possibility of their cost estimation has been developed. The authors focus on the debatable issues arising in the process of cost estimation. Practical importance: It is possible to use the results of the research in the planning for the development of urban transport systems, as well as for economic efficiency assessment in digitalization projects aimed at improving the quality of passenger transport services. The results of the research can be used by regulatory authorities and transport companies for the economic efficiency assessment of smart urban transport systems.

SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China

Survey of Foreign Passengers' Satisfaction of the Service Quality of Railway Passenger Transport

In 2017, the number of foreign inbound travelers was 29.71 million, an increase of 3.6%. Foreign passengers have gradually become one of the important groups. However, there is no special study of foreign passengers’ specific demands for railway service. In this paper, we design the Chinese-English bilingual version of the “Satisfaction of Railway Passenger Service” questionnaire; apply the statistical analysis method to analyze the frequency of passengers, and the type of seats; apply the fuzzy comprehensive evaluation method to calculate the foreign passengers’ satisfaction of service links, and service projects with the highest and lowest satisfaction of foreign passengers. As special objects of railway passenger transport service, understanding foreign passengers' satisfaction of railway passenger transport service quality is able to provide a reference for China's high-speed railway to develop the strategy of "going out". In the future, the ability of China's railway passenger transport to manage safety and control quality will be "China's business card" to participate in international competition.

A Level-of-Service concept regarding intermodal hubs of urban public passenger transport

Abstract With motorization increasing in cities of the Russian Federation, urban public passenger transport can compete with individual automobile transport primarily due to the high quality of passenger services and operational reliability. One of the crucial indicators of urban public passenger transport service quality is total time expenditures on transportation which includes time expenditures on transfers. The quality of transfer hub operation has not gotten any quantitative assessment in the Russian Federation. In this regard, in order to evaluate the quality of transfer hub operation, the following criterion is proposed: the level of service measured by total time expenditures on transfers, including time expenditures on transportation during transfers and transfer waiting time. A scale for levels of service is proposed. The scale is based on distribution quartiles for transfer duration, obtained from the survey data regarding transfer hubs in Irkutsk and Vienna.

Intercity Railway Passenger Transport Service Quality Evaluation Method Based on Passenger Satisfaction

Intercity railway is the most effective means to solve intercity traffic problems, and passenger satisfaction is closely related to intercity railway passenger transport service quality. Thus, a reasonable evaluation method is conducive to the improvement of intercity railway passenger transport and further to improve passenger transport service quality. First, introduce intercity rail passenger satisfaction philosophy, build intercity rail passenger satisfaction conceptual model. Then, combining with intercity railway passenger transport characteristics and service requirements, an evaluation index system for intercity railway passenger transport service quality based on passenger satisfaction is put forward. Also, a fuzzy comprehensive evaluation algorithm and a related example are both given. The results show that the proposed method can reasonably evaluate passenger transport service quality and excavate and analyze potential factors which are helpful to improve passenger transport service quality

Evaluation the Quality of Air Passenger Services

In order to evaluate the quality of the air passenger service objectively and accurately, based on analyzing the characteristics of comprehensive evaluation of service level, and applied the theory of Maslow’s hierarchy of need, the evaluation index system of air passenger service quality has been built from six aspects, such as objective, economy, service, quickness, comfort and convenience. The evaluation index weight vector is determined by means of the improved analytic hierarchy process. The fuzzy theory is used for comprehensive evaluation, and the model is analyzed through example. The results show that the evaluation system can effectively reflect the level of air passenger transport service quality and reduce the influence of human factors.