Quality Of Transport Services Research Articles

The Mediating Effect of Service Quality on the Relationship between Ride-Hailing Driver Characteristics and Customer Satisfaction

Purpose: This study explored the relationship between the ride-hailing transport system, service quality, customer satisfaction, and driver characteristics among university and college students in major cities in Ghana. Design/Methodology/Approach: Using a quantitative approach, data were collected from a sample of 436 ride-hailing users through the simple random sampling technique. A cross-sectional research design was employed for data gathering, and Partial Least Square Structural Equation Modeling (SEM) version 4.0 was utilised for data analysis. Findings: The findings indicated that the ride-hailing transport system significantly influenced service quality and overall customer satisfaction. Additionally, driver characteristics such as skills, punctuality, and age impacted customer satisfaction. The study also established a positive relationship between service quality and customer satisfaction. Research Limitation: Research within specific geographical areas or demographics restricts the findings' applicability to other cultural or economic contexts. Practical Implications: The results highlight the necessity for transportation network companies (TNCs) to improve driver training and service quality to boost customer satisfaction, foster loyalty, and enhance business performance. Social Implications: The study's insights on the mediating effect of service quality will guide policymakers in identifying key factors influencing consumer satisfaction in the ride-hailing industry. By understanding these dynamics, policymakers can develop regulations that enhance service standards, benefiting drivers and passengers through improved operational frameworks. Originality/ Value: This research contributes to the existing literature on ride-hailing transport systems by emphasising the critical roles of service quality and driver characteristics in enhancing customer satisfaction.

Methodology for Providing Priority to Urban Passenger Transport Traffic

The article considers the efficiency of providing priority conditions for urban passenger transport by allocating separate lanes for public transport on the roadway. The results of modelling the traffic flow on the considered segments of the city street network are complemented by a conclusion about the need to improve road traffic management on these segments, considering the intensity and composition of the traffic flow.Simulation allows creating mathematical or computer models for analysing and assessing the traffic conditions of urban passenger transport. The models are based on various parameters of traffic flows, the schedule of urban passenger transport, the location of public transport stops, etc. Modelling allows conduct of different experiments to assess the effectiveness of various measures and changes in the transport system.The objective of the study is to develop a methodology for analysing traffic conditions that will identify and assign priority to urban passenger transport traffic to achieve efficiency and comfort of its operation, improve transport accessibility and reduce traffic delays.Optimisation of the traffic provides for various management scenarios to find optimal solutions that reduce delays, congestion, traffic intensity, etc.Route planning is necessary for developing an optimal strategy for efficient passenger service. Demand forecasts make it possible to predict not only passenger traffic, but also the need for transportation in different periods, which is necessary for route planning and selection of optimal rolling stock features. All these areas of modelling the urban passenger transport traffic are developed to achieve the goals of increasing efficiency, reducing the risk of road traffic accidents, improving the quality of transport services and the safety of passenger transportation, which should create a sustainable system aimed at satisfying the basic needs of urban transport passengers.

Methodology for assessing the state of transport services for the population of the subject of the Russian Federation on the example of the Omsk region

Introduction. Within the framework of the transformation of the passenger transportation industry of the Russian Federation, the relevance of assessing the current state of the public transport service system in the subjects of the Russian Federation is determined on the basis of the parameters laid down in current and prospective regulatory legal acts.Materials and Methods. The research uses current regulatory legal acts of the federal and regional levels in the field of public transport services, data from the administrative-territorial division of the subject of the Russian Federation, current registers of inter-municipal and municipal routes, up-to-date statistical information on the population. The following research methods were used: analysis, survey, formalization.Results. The research presents a methodology developed by the authors for rapid assessment of the current state of the public transport service system in the subject of the Russian Federation, including an algorithm for its application. The methodology is based on the assessment of six criteria, which are aggregated indicators of the parameters of public transport services in the areas of accessibility, safety, reliability and comfort. The results of the testing of the technique in the Omsk region are presented.Discussion and conclusions. The results obtained allow us to identify problem areas for which it is necessary to develop and implement measures to improve the quality of public transport services in the short term. The proposed methodology is not a substitute for the methods approved by the current regulatory legal acts, and can be used at the initial stage of development and updating of transport planning documents of the subject of the Russian Federation.

Problematika dan Pengendalian Terminal Bayangan di Indonesia

This research provides insight into the complexity of the shadow terminal phenomenon and how improvements in the public transportation system can provide better solutions to the mobility needs of people in Indonesia. The mix method approach is a qualitative and quantitative method used in this research by conducting in-depth interviews with 15 informants consisting of employees of the Land Transportation Management Center, Transportation Service, Type A official terminal, Police and Land Transport Organization. Second, by distributing 150 questionnaires to shadow terminal users, as well as field observations in affected locations. The research results reveal that several key factors that influence passengers' decisions in using shadow terminals are cost, time and accessibility. People feel compelled to choose shadow terminals because of lower costs, and better speeds, as well as marriage in schedules. The time factor and lack of facilities at the official terminal also trigger passengers to look for alternative transportation. The implication of the phenomenon of the spread of shadow terminals is that there are challenges in maintaining the quality and movement of official public transportation services. Therefore, a holistic solution is needed to improve service quality and meet passenger needs. Some of the recommendations resulting from this research include improving official terminal facilities, improving punctuality, adjusting tariffs to be more affordable, educational campaigns, developing official applications, and collaboration between stakeholders. By overcoming the challenges that arise from this phenomenon, it is hoped that official public transportation services can become more effective and better meet passenger needs.

Организация транспортного обслуживания населения муниципального образования: правовое регулирование и механизм реализации

Introduction. The relevance of the article is due to the need to improve the efficiency of implementation of public authorities’ powers on matters falling within the competence of local self-government in the part concerning the provision of transport services to the population and the organisation of transport services between settlements within the boundaries of the municipal area. The article deals with the organisation of transport, the quality of transport services, their pricing, and other critical aspects. The implementation of these powers of local administration is one of the brightest examples of real interaction between federal, regional and municipal authorities in order to improve the general standard of living and well-being of the population anywhere in the populated territory of the Russian Federation. Purpose of the study. To analyse the activities of public authorities on the issues of transport services for the population of municipal entities and to present scientifically valid and practically significant proposals to improve the implementation of the specified powers of local self-government bodies. Methods. The research used general scientific methods, such as scientific literature analysis, normative legal acts analysis, comparative analysis, generalisation of the theory and practice on implementation of powers of public administration bodies regarding transport services for the population of municipal entities. The results of the study consist in the fact that based on the analysis of the municipal authorities’ activities on provision of transport services, a number of main directions for improving the implementation of the powers under consideration have been identified, and specific measures for their implementation have been proposed.

Implementasi Strategi Dinas Perhubungan Kota Tangerang dalam Pengelolaan Angkot Si Benteng

The Tangerang City Transportation Service has made a strategy to reduce congestion in Tangerang City, namely by improving the quality of public transportation services in Tangerang City, one of which is by having Sifort city transportation. The problems that occur in the implementation of Sifort's public transportation management are human resources, weak coordination and cooperation in the transportation sector, the system created to reduce traffic jams is less effective. The research method used is descriptive qualitative. The aim of the research is to find out the role of SiBenteng public transportation in reducing traffic jams in Tangerang City. There are still shortcomings in the implementation of the strategy created by the Tangerang city transportation department to reduce traffic jams with the presence of the Sibenteng public transportation, but in terms of the system used for payment, it already uses an information and communication technology system.

IOT IN CONTAINER SHIPPING INDUSTRY: APPLICATIONS AND EXAMPLES OF SOLUTIONS

The study analyzes the participation of technologies related to the development of the Internet of Things (IoT) network concept in the intermodal container transportation system. Since the beginning of the XXI century, IoT-related technologies have been dynamically spreading in almost all areas of international business, and this has changed the understanding of cargo owners about the quality of transportation services, among other things. Since transparency in monitoring the location of high-value goods is extremely important for transport companies, cargo owners, and all other stakeholders, and the intermodal transportation system is extremely complex due to the number and diversity of communications, the need to use IoT is obvious. As analysts predict that the introduction of IoT technologies in containerization will become widespread in the coming years, a study to assess the level of research on the introduction of such technologies and implementation in the practical activities of transport enterprises is relevant. The aim of the proposed review is to determine the degree of IoT implementation in the container transportation industry, areas of research on the topic, and identify factors that may impede the predicted rapid development of IoT in containerization. The proposed study includes an analysis of scientific publications related to the use of the Internet of Things in the field of international container transportation, identifies the main priority areas of such publications, establishes the areas of current implementation of IoT technology and determines the prospects for its use. Since the solutions that can potentially be obtained with the help of IoT are quite heterogeneous, the literature analysis is organized by grouping such publications into the following areas: container monitoring and tracking, enhancing supply chain transparency and visibility, optimization of operational efficiency, security and risk management, environmental impact and sustainability, challenges and barriers. The paper provides examples of online platforms and applications currently offered by major container operators that are related to this technology.

Socio-economic foundations for the development of Ukrainian road infrastructure with regard to the country’s transit capabilities

The article analyses the main principles and problems of socio-economic development and legal regulation of the automotive infrastructure of Ukraine. The main directions determined by the state to ensure the development of road infrastructure and increase transit opportunities are presented. Some achievements in improving the transport infrastructure in the pre-war period are considered. The author analyses the legal and regulatory framework for the development of road infrastructure. The author examines the legislation and the National Transport Strategy on the development of road infrastructure, expansion of transit opportunities, improvement of the quality of logistics and transport services, satisfaction of social needs of the population, and improvement of the investment climate not only in the transport sector, but also in the agricultural, industrial and other areas of the business environment. It is also noted that the war has had a significant impact on the development of Ukraine’s road infrastructure and transit capabilities, and therefore it is of particular importance to quickly and effectively address the challenges, problems and tasks facing the state to ensure European integration, develop the logistics services market, fill budgets at all levels, and meet the social needs of the population. The author concludes that the National Transport Strategy of Ukraine for the period up to 2030 needs to be further improved in the direction of establishing specific procedures, grounds, procedure and timing for reforming the electric vehicle infrastructure, given the growing number of eco-vehicle owners every year, despite the martial law. Therefore, based on the analysis of legal acts, as well as current legislation, government programmes, and statistical data from official government bodies, the author draws conclusions about the urgent need to prepare a separate document at the state level on the development of the electric vehicle sector. To ensure the effectiveness of such a document, it is proposed to take as a basis the experience gained locally, since there are programmes for the development of the electric vehicle industry in every regional centre and major city of Ukraine, with special attention being paid to the programme of the capital, which takes into account international experience and changes every year in accordance with the needs of eco-mobility owners.

The Essence of Multimodal Travel and Key Standards for Data Exchange in Public Transport

The concept of multimodal transport has recently attracted much interest. It is user-oriented, i.e. the passenger planning his trip. To properly plan and prepare a mobility offer, it is necessary to know the mobile behaviour of travellers or their changes. Both the travel history and communication preferences of passengers can contribute to the design of a mobility distribution model in which various modes of transport offered by different operators are integrated into one service provided within one digital platform. The study aims to present the concept of multimodal travel and show the added value for the traveller: the synergy of combining ticket purchase and payment channels and a wide range of transport options. The authors highlight two key public transport data exchange standards: Open Journey Planner (OJP) and General Transit Feed Specification (GTFS). Their goal is to improve the quality of public transport services and provide travellers with better access to information. The article was developed as part of the Network Management Planning and Control & Mobility Management in a Multimodal Environment and Digital Enablers project – an acronym of the MOTIONAL project – implemented by the Research and Development Ecosystem created at PKP S.A. The article's content is part of the WP20 work package Development: Integration of Railways with other means of transport. In particular, it refers to Task 20.1, Improving railway integration using B2B intermodal services, which includes Subtask 20.1.1, Providing MaaS platforms for B2B intermodal services.

Development of Geographic Information System (GIS) on Web-Based Medan City Transportation Route Application at PT. Rahayu Medan Ceria

The aim of this project is to provide a modern and efficient solution for managing and navigating transport routes in Medan city. This system is designed to facilitate users in obtaining accurate and real-time information about available transport routes. The web-based application leverages GIS technology to display interactive maps showing transport routes, bus stop locations, and estimated vehicle arrival times. The development of this system involves several stages: requirements analysis, system design, and implementation. The route data utilized includes 8 routes, consisting of both outbound and return paths for Medan city transport operated by PT. Rahayu Medan Ceria. Additionally, to support speedy route search processes, a binary search method is employed. Testing results indicate that the system can provide route information quickly and accurately. This application is expected to enhance the quality of transportation services in Medan city and offer significant benefits to the wider community.

THE STRATEGIES FOR ENHANCING TRANSPORTATION MANAGEMENT AT THE BORDER PORTS BETWEEN MONGOLIA AND CHINA

Effective management of border port road transport is crucial for enhancing trade and economic potential at border ports and free zones. This involves long-term, medium-term, and short-term planning, as well as the implementation of integrated development policies to ensure sustainable and accessible improvements. By connecting border ports with railways and paved roads, enhancing transport and logistics competitiveness, optimizing cargo flow, and laying the groundwork for future transit capabilities, economic relations and cooperation between Mongolia and China can flourish, fostering the sustainable development of both nations. To boost trade turnover and establish free economic zones and road ports, it is imperative to enhance the management of border port road transport in alignment with Mongolia's regional development strategy. Currently, the concentration of the economy on only four ports leads to goods shortages, price hikes, and hindered business operations. Therefore, enhancing the type, quality, and availability of road transport services at border ports is essential to increase the throughput capacity of these crucial transportation hubs.

Analysis of the Performance of the City Transport Route Network System (AKDP) in Gorontalo Province, Indonesia

This study evaluates the performance of the intercity public transportation route network system (AKDP) in Gorontalo Province, Indonesia, with a focus on aspects of service coverage, overlap, density, and route network deviations. Data were obtained through field surveys. The research method includes spatial analysis using Geographic Information Systems (GIS) to evaluate the coverage and distribution of routes, as well as statistical analysis to measure the density and ratio of routes based on operational data and field surveys. The research results show that the coverage of route services is not yet even, with some areas being underserved. Route overlaps were identified on several main corridors, resulting in operational inefficiencies. The density of the routes shows significant variation, with some routes experiencing overcrowding while others are underutilized. The route ratio also shows an imbalance between the number of vehicles and passenger needs. Deviations from the established route plan were also found, which could potentially reduce service reliability. Based on these findings, it is recommended to restructure the route network and improve operational management to enhance the efficiency and quality of transportation services in Gorontalo Province.

Investigating the factors determining service quality in Bhopal’s multimodal public transport system: A factor analysis

Multimodal public transport systems are crucial for sustainable urban mobility in growing cities like India. This study investigates the factors determining service quality in Bhopal’s multimodal public transport system using factor analysis. A survey of 650 regular users was conducted to assess service quality perceptions. Exploratory factor analysis revealed six significant factors: integration (22.12 % of variance explained), reliability (14.30 %), comfort (9.38 %), safety (8.07 %), accessibility (6.85 %), and customer service (5.74 %). The factors demonstrated high internal consistency reliability (Cronbach’s alpha > 0.8). Satisfaction levels varied across factors, with accessibility and comfort receiving higher ratings than reliability. Demographic comparisons revealed significant differences based on gender and age. The findings provide insights into the critical factors shaping service quality perceptions and offer a framework for assessment. The results highlight the need for targeted interventions, particularly in areas with lower satisfaction levels. This research contributes to the literature on public transport service quality in developing cities and underscores the importance of considering passenger perspectives in multimodal transport planning and management. This research contributes to the growing body of literature on public transport service quality in developing cities and underscores the importance of considering passenger perspectives in the planning and management of multimodal transport systems.

Development of conceptual provisions for implementing innovative technologies to quality standards of public passenger transport

This paper reports a study of the main principles for the formation of public passenger transport service quality standards. The object of the research is public passenger transport services. The task of the study is the development of conceptual foundations for the formation of quality standards using modern innovative technologies. It has been established that the main factor in achieving the quality of public passenger transport services is taking into account innovative technologies and compliance with the criteria and norms of EU standards. Features in the functioning of public passenger transport in the world have been studied, including the use of information platforms for tracking the movement of transport routes, Internet applications, ensuring safety and compliance with environmental requirements. The criteria that serve as indicators of improving the efficiency of the quality of services have been defined, among the main ones are the availability of transportation, comfort, frequency of traffic, and waiting time, quality of service, as well as safety. A system of forming the quality of public passenger transport services has been proposed, which involves determining the needs and requirements of consumers of public passenger transport services, ensures the development of measures to improve the quality of services and their certification. A comprehensive approach to the formation of the quality of public passenger transport services based on the introduction of innovative technologies has been formed, which could make it possible to determine the level of their innovative development, as well as ways to improve it. This approach takes into account the relationship between implemented measures, measuring the level of service quality and the distribution of obligations to ensure the level of services determined by quality criteria. This makes it possible to determine the required level of quality of public passenger transport services and to form a relationship between the level of innovative technologies and the stages of the approach. The practical significance of the results is the design of tools that would ensure the improvement of the quality of public passenger transport services.

Proposed Improvement of Trans Semanggi Suroboyo Services Using IPA and QFD Methods

The high intensity of private vehicle usage has led to uncontrolled road congestion. To encourage residents to switch to public transportation, the Surabaya City Government introduced Trans Semanggi Suroboyo. Trans Semanggi Suroboyo experienced a decrease in passengers in 2023, with a decline of 324,711 passengers. Based on a preliminary survey with direct interviews conducted with 35 Trans Semanggi Suroboyo passengers, frequent complaints were related to service and facilities. Therefore, it is important to analyze and propose improvements to the services of Trans Semanggi Suroboyo as public transportation in Surabaya. To enhance the quality of services and facilities, it is essential to identify and evaluate passenger perceptions using service quality dimensions based on the Decree of the Director General of Land Transportation Number SK.5923/AJ.005/DRJD/2016. The most important service quality priorities for passengers are measured using the Importance Performance Analysis (IPA) method. This research identified 9 critical attributes that require improvement. Subsequently, a service quality improvement design was developed using the Quality Function Deployment (QFD) approach through the House of Quality (HoQ) matrix, resulting in 5 priority technical responses. Based on these findings, a plan for improving the service and facilities of the Trans Semanggi Suroboyo bus was proposed to maintain the quality of public transportation services.

Quality of Online Transportation Services for Women in Manado City, North Sulawesi Province

Complaints about the quality of service can be seen from the punctuality, professionalism of the driver, cleanliness of the driver and facilities to the amount of service prices, safety and comfort. To make this online transportation service remain good and become the choice of the community, it is necessary to improve the service by improving the quality of service. This study was conducted to identify and analyze the quality of online transportation services specifically for women in Manado City. By conducting this study, it is hoped that there will be a recommendation that can be put forward regarding transportation problems in Manado City in terms of service quality for women. Therefore, this study was conducted using a qualitative design through a phenomenological approach. The research informants were women (office workers, students and housewives) users of online transportation services) and online transportation drivers. Data were collected through interviews with informants, conducting observations using online transportation and conducting secondary data document searches with the help of the Google Scholar application. The analysis technique was carried out by means of data reduction, data presentation and drawing conclusions and data verification. The research findings that online transportation is very much needed by the community to support smooth activities. Friendliness, competence, security, facilities and prices are important factors in the quality of online transportation services. Security is the most important factor for women in Manado City in choosing and using online transportation.

Optimalisasi Kualitas Layanan Transportasi Publik: Pendekatan Model P-Transqual dalam Mengevaluasi Kinerja di PO. Moedah

Purpose: This study aims to quantify and scrutinize the caliber of public transportation services through meticulous application of the Public Transportation Quality (P-TRANSQUAL) framework. Research methodology: The proposed research method involves a qualitative approach that integrates the use of Public Transportation Service Quality (PTSQ) and fishbone diagrams. The research population consisted of users of PO Moedah services, selected randomly based on predetermined inclusion criteria, including diverse age groups, gender, occupation, and monthly income range. Results: The empirical findings suggest that, while functionally proficient, the public transportation services administered by PO Moedah are not immune to deficiencies, warranting remedial intervention. Limitations: The study was limited by subjective customer opinions and potential sample bias due to inclusion criteria such as age and income. Additionally, the findings are specific to PO Moedah's area and offer only a snapshot in time, limiting the generalizability and long-term relevance. Contribution: This study offers practical insights for PO Moedah to improve services and demonstrates the use of the P-TRANSQUAL framework to assess public-transportation quality. It highlights the importance of customer satisfaction and promotes sustainable urban transportation by addressing key issues, such as fuel consumption and traffic congestion.

Evolutionary game and simulation study of public transport under government incentive and punishment mechanism.

Public transport plays an indispensable role in the whole public transport system. This paper makes an in-depth study on how public transport can provide passengers with higher service quality while meeting the needs of passengers. In order to achieve this research goal, this paper organically incorporates the three key subjects of government supervision, public transport and passengers into the research framework. Evolutionary game theory is used to construct the corresponding research model. It has been found that the decision-making behaviours of government regulators, public transport and passengers are intricately intertwined to influence each other in the evolutionary process. It is particularly noteworthy that the incentive or punishment measures adopted by the government have a great impact on the quality of public transport services. In addition, timely supervision and inspection of government regulatory authorities by higher authorities proved to be crucial for buses to provide stable and high-quality services. This study reveals the mechanisms of interaction between different subjects in the public transport system, particularly the government-guided incentive measures and supervision mechanism to promote the overall service level. To further support the research conclusions, this paper carries on the simulation analysis, and puts forward the countermeasures and suggestions for the bus to provide high-quality service according to the simulation results. These recommendations will help guide the government, public transport and passengers to make better decisions in the synergistic development process, thereby improving the overall level of service.

Preference for Public Transportation Service Levels in Makassar City Towards Female Passenger Satisfaction

Basic services are government affairs that are mandatory and entitled to be obtained by every citizen, one of which is public transportation services. Although it has been regulated by Minimum Service Standards (SPM), the quality of public transportation services in Makassar City is still low and has not met expectations and satisfaction, especially for female passengers. The purpose of this study was to determine the satisfaction of female passengers with the quality of public transportation services in Makassar City. The respondents of this study were 96 female passengers of public transportation in Makassar City. This research is descriptive qualitative study that refers to the Regulation of the Minister of Transportation of the Republic of Indonesia Number PM 29 of 2015. This regulation outlines criteria such as security, safety, comfort, affordability, equality, and regularity for assessing the quality of public transportation services in Makassar City. The data analysis technique in this study uses descriptive analysis employing the Community Satisfaction Indicator (SMI) analysis method. Based on the results of calculations using the public satisfaction index method, it is known that the total number of service elements has a score of 43.86. Although this indicates that the overall quality of service is quite good, it is considered that women are not satisfied with the service provided. The relationship between the level of satisfaction with the quality of service affects women's preferences in choosing the mode they want to use.

ERGONOMIC AND LOGISTIC ENSURING THE REQUIREMENTS FOR THE COMFORT DURING THE ORGANIZATION OF PASSENGER TRANSPORTATION IN A SMALL-CAPACITY BUS

Purpose. The most important advantage of passenger transport by road is the high quality of transport service, which depends on the organization of the transport process, structural features and technical condition of the rolling stock used and the route, the development of the route network and other factors. Comfort reflects the properties of bus passenger transportation, which lead to the creation of the necessary service conditions and convenience for passengers in the bus, at the start-end and transit points on the basis of regulatory documents approved in the prescribed manner. Features of the design of small-capacity buses in terms of comfort and safety of passenger transportation and provision of proper travel conditions mostly determine the scope of use of buses of this class by types of connections and length of routes. The purpose of the paper is the development of a structural model, based on the analysis of the main factors affecting the determination of the comfort of a small-capacity bus for urban transportation during the transportation of passengers. Methods. The analysis of literary sources showed that indicators of comfort (as well as indicators of information service, speed, timeliness, safety of cargo, safety), which refer to indicators of the quality of passenger transportation, are decisive in this group of indicators. From the point of view of Ukrainian legislation and regulatory framework, the concepts of passenger bus capacity and comfort are analyzed. The main factors that determine the comfort of small-capacity buses for urban transportation during the transportation of passengers are determined. Ensuring the comfort of passenger transportation in a small-capacity city bus is determined by compliance with ergonomic requirements, which, in turn, depends on the design features of the arrangement of the area intended for passengers. Scientific novelty. It is proposed to evaluate the comfort category in the urban public road transport system using a structural model that combines two sets of factors – logistic and ergonomic. The logistic set of factors includes characteristics in time and space, that is, characteristics of comfort outside the means of urban public road transport. The ergonomic set of factors includes characteristics that describe comfort in vehicles. Practical significance. On the basis of this model, possible ways of ensuring ergonomic requirements for the layout of the interior and interior of small-capacity buses for urban passenger transportation are proposed. It was established that the main factors of the redistribution of transport mobility between urban passenger transport and transport for individual use are the insufficient comfort of passenger transport or the insufficient density of the route network.