scholarly journals Analysis on Improving the Quality of Railway Passenger Transport Service

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Lihua Peng ◽  
Xinming Song ◽  
Yuxue Yang
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Market Competition ◽  
Quality Standards ◽  
Passenger Transport ◽  
Transport Service ◽  
Service Quality Management ◽  
Railway Passenger Transport ◽  
Railway Passenger

ABSTRACT It is an opportunity and a challenge for the railway passenger transport in China to serve the railway. In order to gain a firm foothold in the increasingly fierce market competition, the most important thing is to strengthen the passenger service quality management. This paper analyzes the current situation of railway passenger service quality, points out the difficulties and problems in the current railway passenger service, puts forward the main measures to improve the quality of railway passenger service, such as innovative service concept, ensure the quality of equipment, integrate passenger quality standards, Quality of passenger services.

scholarly journals Service quality management in public passenger transport

Tehnika ◽  
2020 ◽  
Vol 75 (4) ◽  
pp. 403-410
Author(s):  
Dragan Rajković ◽  
Saša Vasiljević
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Local Community ◽  
Quality Management System ◽  
Passenger Transport ◽  
Transport Service ◽  
Huge Number ◽  
Transport Services

One of the primary targets in performing and providing a transport service is the quality of that service. The procedure of working in transportation is specific, especially in public passenger transport, where the users or passengers are present in creating and providing the service. A huge number of methods and standards are available to the carrier in order to manage the service quality and customer satisfaction. The paper presents elements of quality management system (QMS) with focus on public passenger transport (PPT). Specific standards for the quality of passenger transport services EN 13816 and EN 15140 are also analyzed. Service quality measuring can be realized by users - passengers, carriers, mystery passengers, local community. The most commonly used method is survey. A selected review of PPT users customer satisfaction is provided at the end of the paper.

scholarly journals Customer-Oriented Quality of Service Management Method for the Future Intent-Based Networking

2020 ◽  
Vol 10 (22) ◽  
pp. 8223
Author(s):  
Mykola Beshley ◽  
Peter Veselý ◽  
Andrii Pryslupskyi ◽  
Halyna Beshley ◽  
Marian Kyryk ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Quality Of Experience ◽  
Service Management ◽  
Customer Experience ◽  
Telecommunication Networks ◽  
Service Quality Management ◽  
Management Method

The rapid development and spread of communication technologies is now becoming a global information revolution. Customers have a need for communication services, which could be flexibly configured in accordance with their Quality of Experience (QoE) requirements. Realizing the close connection between customer experience and profitability, the service provider has been placing more and more attention on customer experience and QoE. The traditional quality of service management method based on SLA (Service Level Agreement) is not sufficient as a means to provide QoE-related contracts between service providers and customers. The current SLA method is mostly limited and focused on technical aspects of QoS (Quality of Service). Furthermore, they do not follow on the network the principles and semantic approach to the QoS specification for a communication service using QoE parameters. In this paper, we propose a customer-oriented quality of service management method for future IBN (Intent-Based Networking). It is based on a new QoE metric on a scale from 1 to 5, which allows one to take into account the commercial value of e-services for customers. Based on this approach, the network configuration and functionality of network equipment automatically changes depending on customer requirements. To implement the new method of service quality management, an algorithm for routing data packets in the network was developed, taking into account the current load of the forecast path. The algorithm of billing system functioning in conditions of customer-oriented quality management in telecommunication networks has been created. To investigate the effectiveness of the proposed method of service quality management with the traditional SLA method, we developed a simulation network model with the implementation of two approaches. By conducting a simulation, it was determined that the proposed method gives an average gain of 2–5 times for the criterion of the number of customers who require high quality of experience of the service.

scholarly journals The process approach to service quality management

2018 ◽  
Vol 18 (18) ◽  
pp. 31-34 ◽  
Author(s):  
Kamila Kowalik ◽  
Dorota Klimecka-Tatar
Keyword(s):  
Quality Of Service ◽  
Quality Management ◽  
Service Quality ◽  
Process Management ◽  
Theoretical Framework ◽  
Process Approach ◽  
Service Process ◽  
Quality Model ◽  
Service Quality Management

Abstract In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

Sustainable Service Quality Management by Logistics Service Providers: An Indian Perspective

2018 ◽  
Vol 19 (3_suppl) ◽  
pp. S130-S150 ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh K. Singh ◽  
P. K. Suri
Keyword(s):  
Supply Chain ◽  
Quality Management ◽  
Service Quality ◽  
Service Providers ◽  
Quality Analysis ◽  
Quality Of Services ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Service Quality Management

Due to advancement of technology and globalization, the organizations are giving more importance to the supply chain integration, taking support from logistics service providers (LSPs) and practice several initiatives in direction of sustainability. The assets, processes and performance capabilities of LSPs can be used as an indicator to comprehend and evaluate effective and sustainable service quality management. In this article, there is an attempt to understand and analyse all important components required by LSPs to serve their customers with best quality of services. A comprehensive framework is proposed for evaluating the services of logistics providers. The services are evaluated on the basis of LSPs assets, processes, service quality attributes and sustainable performance parameters. A case study on Indian logistics service provider is taken to support the proposed framework in a real scenario. The assets and processes in context to given case organization are discussed in detail. The service quality index is also evaluated for estimating the quality of services of firm by taking inputs from their customers. After discussing service quality analysis, the performance analysis is done along with SWOT Analysis. Findings of the study will help professionals in developing appropriate strategies for effective and sustainable supply chain management.

scholarly journals Position of railway passenger transport companies on current liberalized transport market

2018 ◽  
Vol 235 ◽  
pp. 00020 ◽  
Author(s):  
Zdenka Záhumenská ◽  
Martin Vojtek ◽  
Jozef Gašparík
Keyword(s):  
Market Share ◽  
Transport System ◽  
Point Of View ◽  
Market Liberalization ◽  
Passenger Transport ◽  
Passenger Transportation ◽  
Current Trends ◽  
Railway Passenger Transport ◽  
Railway Passenger

Market liberalization is a great contemporary trend in many fields of economy. Liberalized transport market, where the transport demand is meeting with transport offer, is evolving dynamically. Private railway passenger operators want to increase their market share together with national railway passenger transport companies therefore the quality of passenger transportation is getting higher, which positively influences the attractiveness of railway passenger transport. The article is focused on these current trends of liberalization in railway passenger transport market. From operational and economical point of view, there are described some ways, how to make the railway passenger transport system more effective and make the entire transport system more attractive for traveling public.

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