scholarly journals 25 years of the Municipal Transportation Board in Gdynia

2017 ◽  
Vol 18 (10) ◽  
pp. 22-28
Author(s):  
Olgierd Wyszomirski
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Public Transport ◽  
Marketing Research ◽  
Urban Transport ◽  
Transport Service ◽  
Transport Services ◽  
Future Challenges ◽  
Set Up

Twenty five years ago, the Municipal Transportation Board in Gdynia (ZKM) was launched. As part of the process of changes in the transport service of Gdynia and neighboring municipalities, a unit was created to organize public transport. A specialized urban transport organizer has been set up to improve the quality of public transport services. During the 25 years of operation of ZKM, the level of quality of service has been improved significantly, adjusting the transport offer to the demand and transportation preferences of inhabitants, learned through systematic representative marketing research. Trolleybus transport has been modernized, thanks to trolleybuses having an energy storage tank. Transport services within the network of ZKM are carried out by operators owned by the City of Gdynia and competing private entities. Before ZKM there are challenges related to the constantly increasing expectations of the inhabitants in terms of quality of service and the changing conditions of their service in the situation of strong development of motorization and implementation of the policy of sustainable urban transport development. The article presents the tasks and scope of activities of ZKM, bus, midibus, microbus and trolleybus transport organized by ZKM, operators contracted by ZKM, supervision and regulation of traffic in the transport network of ZKM, transport service of mass events by ZKM, marketing research conducted by ZKM, customer service by ZKM, quality evaluation of ZKM services and future challenges standing ahead of this unit.

scholarly journals Selected elements of the logistic customer service in public transport – Gdynia case

2016 ◽  
Vol 2016 (1) ◽  
pp. 1-9
Author(s):  
Krzysztof Grzelec
Keyword(s):  
Customer Service ◽  
Public Transport ◽  
Marketing Research ◽  
Main Determinant ◽  
The Public ◽  
Transport Services ◽  
Marketing Orientation ◽  
First Time ◽  
Public Transport Services

Relationship marketing involves negotiated service promise, which is characterized by: the reliability of trip in the desired direction, using of suitable means of transport at a certain price, expected conditions of trip in right time. The universality of the principles of customer service determined the adoption of marketing orientation by the Public Transport Authority in Gdy-nia. It’s made by marketing research and forming of public transport services based on its re-sults. PTA in Gdynia planning services, takes into account not only the needs of existing cus-tomers (passengers), but also the needs of people using private cars. This makes possible to increase quality of PT services. The rule: "right the first time" is the main determinant of Public Transport Authority in Gdynia.

scholarly journals Quality of Service to the Regional Road Transport Service

2016 ◽  
Vol 1 (2) ◽  
pp. 216
Author(s):  
Suela E.Shpuza
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Performance Standards ◽  
Road Transport ◽  
Service Organizations ◽  
Transport Service ◽  
Lack Of Information ◽  
And Performance ◽  
High Level

Performance is measured and done, the quality represents a key element to achieve the performance, especially customer service quality. In response to the pressure of globalization, the market increasingly competitive and volatile market dynamics that, many organizations actively seeking ways to add value to their services and improve their quality of service. Organizations usually tend to make their operations efficient priority. This process begins with the assessment of nevojave customers, their requirements and assessing the performance of domestic human resources in organization and performance depends on the outcome of the estimated earlier. Since this process can proceed in different directions. The causes of these results may be the lack of information and support of high-level management, performance standards unclear, inaccuracies assessors, very large number of forms to be completed and the use of software for the opposite purpose.

scholarly journals Development of material and technical base urban transport companies in Western Siberia in years of eighth five-year plan (1966–1970)

2020 ◽  
Vol 5 (4) ◽  
pp. 9-15
Author(s):  
M. K. Alafiev ◽  
Keyword(s):  
Public Transport ◽  
Western Siberia ◽  
Urban Transport ◽  
Rolling Stock ◽  
Passenger Traffic ◽  
Transport Services ◽  
Technical Base ◽  
Urban Public Transport ◽  
New Type

The article discusses the main activities of state authorities, labor collectives of transport enterprises in Western Siberia to improve the operation of urban public transport in the region during the eighth five-year plan (1966-1970). During the study period, the increase in the level of transport services for urban residents was directly related to measures to develop and strengthen the material and technical base of passenger transport enterprises, technical re-equipment of automobile and tram rolling stock, and construction of a new type of public transport in Western Siberia – the urban trolleybus. The author comes to the conclusion that during the eighth five-year plan, urban public transport enterprises in the region received significant material and technical development, which became the basis for increasing the volume of passenger traffic and improving the quality of transport services for the urban population of the West Siberian region

Assessment of the quality of passenger service by urban transport

2021 ◽  
pp. 33-38
Author(s):  
Keyword(s):  
Public Transport ◽  
Urban Areas ◽  
Point Of View ◽  
Urban Transport ◽  
Quality Of Services ◽  
Public Transport System ◽  
Passenger Transportation ◽  
Transport Services ◽  
The Government

The intensification of public transport in urban areas due to increased mobility at the regional and state levels, discrepancies between urban areas with the same population and the lack of statistics related to the efficiency and quality of public transport services are the main factors of our work. It is necessary to draw boundaries between the quality of services and the performance indicators of the public transport system. The quality of services is the subjective result of many intangible variables. The quality of service can be approached from four sides: from the point of view of the passenger, the performance of the vehicle, the specialized passenger transportation company, and the Government. Accessibility, comfort and convenience-these are the main indicators that should be evaluated by the population as having high ratings for the good quality of urban transport services. The tool used to collect the data is the preference survey. Keywords: service quality, public transport, evaluation, efficiency, methods, passenger, survey

QUALITY APPROACH TO THE SUSTAINABILITY OF PUBLIC TRANSPORT

Transport ◽  
2012 ◽  
Vol 27 (1) ◽  
pp. 102-110 ◽  
Author(s):  
Dalia Susnienė
Keyword(s):  
Customer Service ◽  
Public Transport ◽  
Service Management ◽  
Accurate Determination ◽  
Sustainable Urban Development ◽  
Negative Effects ◽  
Public Transport System ◽  
Transport Services ◽  
Public Transport Services

Transport is an essential part of national economic, social and sustainable development that can produce both positive and negative effects on the environment and the quality of life depending on the level of development and indicated preferences. Modern interpretations of sustainable urban development require reducing the use of private cars through improving the quality of public transport services. Therefore, identifying the inefficiencies of the public transport system will help with improving service management, expanding coverage and increasing the attractiveness of public transport services. There is a general agreement that excellent customer service is a source of competitive advantage. The key to providing effective customer service is the accurate determination of the customer's needs and response to them in a consistent manner in order to assure their satisfaction. The SERQUAL model was employed as an instrument to measure customer satisfaction and give valuable information and guidelines for transport service companies on necessary improvements in their daily operations. The SERQUAL approach, in case service quality is defined and measured as the difference between expectations and perceptions, is the major point of departure from the previous attempts to find possible solutions to improving public transport services.

Risk assessment of travelling by Wroclaw public transport taking into account safety and logistics aspects

2018 ◽  
Vol 120 ◽  
pp. 415-426
Author(s):  
Agnieszka Tubis ◽  
Anna Poskart ◽  
Mateusz Rydlewski
Keyword(s):  
Risk Assessment ◽  
Quality Of Service ◽  
Public Transport ◽  
Public Life ◽  
Urban Transport ◽  
Public Communication ◽  
Economic Dimension ◽  
Huge Impact ◽  
Logistic Support

Relationship between functional and also efficient working of urban transport and totality of social as well as economic dimension of life at urbanized area shows huge impact of urban transport at public life. It is one of the reasons that its prosperity is an object of interest of passengers, haulage contractors and persons responsible for management at the agglomeration. Because of the causes given above authors decided to choose as an object of studies the risk associated to travelling with urban communication by the residents of chosen agglomeration. The assessment of this risk includes aspects of safe travel as well as logistic support provided to passengers. Both of this factors determine the quality of service given by collective communication system. The purpose of the article is to present results of researches made through surveys collected in Wroclaw among passengers of public communication.

scholarly journals Marketing Research on Passenger Satisfaction With Public Transport Service in the City of Belgrade

2015 ◽  
Vol 27 (1) ◽  
pp. 47-57 ◽  
Author(s):  
Branislav Radnović ◽  
Radenko Miloš Marić ◽  
Vladana Radnović ◽  
Milena Ilić ◽  
Dragan Lukač
Keyword(s):  
Public Transport ◽  
Marketing Research ◽  
Future Research ◽  
Main Task ◽  
Transport Services ◽  
Passenger Satisfaction ◽  
The Relationship ◽  
The City ◽  
Public Transport Services

The aim of this paper is to determine, based on conducted marketing research, the level of passenger satisfaction with public transport services for the purpose of making better marketing decisions in the example of the City of Belgrade. The main task is to test the hypothesis on the existence of significant influence of factors, such as quality service, attitude and behaviour of employees (e.g. driver), adequate informing, quality of vehicles, line routes and timetable, on passenger satisfaction. Correlation coefficient and regression analysis were used for interpreting the obtained results and examining the formulated hypothesis. Empirical research has shown that there is a significant correlation between the aforementioned factors and passenger satisfaction with public transport services. The obtained results provided recommendations and guidelines for improving and increasing the quality of public transport services. The research results also provide the basis for future research that could examine the relationship between passenger satisfaction with services and sub-groups within the analyzed factors.

scholarly journals Structure of Passenger Transport Service Utility for Population

2021 ◽  
pp. 5-16
Author(s):  
Y. V Nahornyi ◽  
І. Є Ivanov
Keyword(s):  
Quality Management ◽  
Public Transport ◽  
Traffic Management ◽  
Positive Impact ◽  
Passenger Transport ◽  
Population Mobility ◽  
Transport Service ◽  
Technological Parameters ◽  
Transport Services

Purpose. The research is aimed at the development of scientific and technological bases for determining the utility of passenger transport services for the population in the conditions of formation of phased quality management. Methodology. The structure of the utility of passenger transport services for the population is determined on the basis of developing a systematic representation of the characteristic impact of the perception of management decisions effectiveness for improving the quality of transport services on mobility. The account of complex system properties of city public passenger transport is realized by construction of interlevel interrelations and establishment of methodical regulations for coordinating the parameters of quality management of public transport service with the indicators of its utility perception. Findings. The presented logical sequence of population mobility formation is based on reproduction of the general conditions of increasing transport service utility due to step-by-step realization of control actions that makes it possible to establish conditions of their expediency and parameterization. A model of marginal utility has been developed to qualitatively assess the technological utility of urban public passenger transport. It is presented in the form of a category that reproduces the relationship between the result of changes in the quality of transport services, consumer utility of transport services and the level of resources used. Originality. The procedure for assessing the consumer utility of urban public passenger transport has been formalized, which, in contrast to the existing ones, is based on the established impact of technological parameters of routes on the formation of population mobility and ensures accounting of transport service quality indicators in determining the technological utility. Practical value. The application of the theory of utility in improving the operation of urban public passenger transport in general contributes to the development of the theory of passenger traffic management and can significantly increase the effectiveness of the choice of rational management measures to improve technological processes and the quality of transport services. The conditions for the formation of a positive impact of consumer utility of urban passenger transport on the mobility of the urban population are established. Based on the selected connection, it is possible to form a system of parameters for assessing the quality of public transport services.

scholarly journals THE APPLICATION OF FOREIGN METHODS OF INCREASING THE EFFICIENCY OF PUBLIC TRANSPORT IN THE SYSTEM OF STATE GOVERNANCE OF THE REPUBLIC OF KAZAKHSTAN

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Gulnara Baikushikova ◽  
Mukhamed al-Hoderi ◽  
K. S. Mukhtarova ◽  
Z. B. Balgabayeva ◽  
Y. S. Chukubayev
Keyword(s):  
Public Administration ◽  
Social Services ◽  
Public Transport ◽  
High Efficiency ◽  
The State ◽  
Urban Transport ◽  
Quality Of Services ◽  
Transport Services ◽  
Transport Management

Within the framework of the public administration system effectiveness in the provision of services to the population, the authors consider topical issues of improving the quality of the work of such a social sector as public transport. It is noted that the state reform of public transport demonstrates high efficiency in implementing a set of tasks (development of digitalization of the industry, renovation of transport parks, etc.). However, in the field of transport services, there are still open meta related to the need to optimize their practical activities. An important point in the study is the analysis of the features in assessing the degree of satisfaction with transport services consumers. These features are largely due to the quality of the driver himself, who is the subject of providing services to vehicle users, and the key role of passengers who are able to objectively assess the work of social services. The article discusses various methods of increasing efficiency, including in the field of transport management. The Kazakhstani experience of research and application of these and other approaches to improving the efficiency of public transport management is considered. Having considered this practice, it is proposed to introduce an assessment of the satisfaction of public transport passengers; to implement the research objectives, the authors proposed a methodology based on the results of a survey of the population in an online format. In the presence of an integrated mobile application, this methodology will make it possible to introduce an estimated indicator of passenger satisfaction with completed trips. The result of these measures should be an improvement in the quality of services provided by public transport, which, in turn, will stimulate the abandonment of private vehicles in favor of public ones, significantly improve the environmental situation in the city, and also be able to relieve the traffic of city streets during almost all working hours. In the context of the state program for the implementation of the "smart" urban transport project, the maximum optimization of the existing system and the achievement of the ultimate goal of ensuring comfortable and safe travel by public transport is possible. Keywords: public administration, efficiency, key performance indicators, KPI system, KPI system algorithm, customer satisfaction, efficiency assessment, quality of services to the population, social work.

scholarly journals The Theoretical Foundations of Ensuring a Balanced Development of Railway Transport Services in the Context of Digitalization

2021 ◽  
Vol 4 (519) ◽  
pp. 135-141
Author(s):  
H. V. Obruch ◽  
Keyword(s):  
Customer Service ◽  
Technical Condition ◽  
Digital Transformation ◽  
Railway Transport ◽  
Transport Service ◽  
Frequent Change ◽  
Balanced Development ◽  
Transport Services ◽  
Theoretical Foundations

The article explores the current state and trends in the development of railway transport services. It is determined that the frequent change of the administration of JSC «Ukrzaliznytsia» and the priorities of its development, inhibition of the necessary reformation changes, inconsistency and non-systematicity of the implemented policy of railway transport development led to an extremely difficult financial and technical condition of the railway company. The result of the technical degradation of railway transport and the decrease in its throughput and transportation capacity were a catastrophic deterioration in the quality of services of railway enterprises and a gradual loss of the share of the freight market in favor of other types of transport. It is proved that restoring consumer confidence and ensuring the balanced development of services of railway enterprises requires the use of a digital instrumentarium for their modernization and the introduction of new digital solutions aimed at improving communication with stakeholders. The main requirements of consumers for the quality of transport service in terms of segments of activities of railway enterprises are disclosed. The theoretical foundations for the balanced development of services of railway enterprises are formed, taking into account the trends in the digital transformation of the railway industry and defining the key role of digital instruments in ensuring the balanced development of services of industry enterprises. Scenarios for the development of services of railway enterprises based on the introduction of digitalization instruments are presented, among which pessimistic, realistic and optimistic scenarios are identified. In particular, the pessimistic scenario involves the introduction of digital instruments that ensure the improvement of only the customer service of railway enterprises, realistic is focused on the introduction of digital instruments in the segments of transport service in accordance with the formation of the railway transportations market. To implement the optimistic scenario, it is necessary to ensure the improvement of existing and the development of new services based on the comprehensive implementation of digital transformation instruments.

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