Evaluation of the Quality of Motor Transport Services

2021 ◽  
pp. 264-272
Author(s):  
Olena Khachaturyan ◽  
◽  
Serhiy Khachaturyan ◽  
Keyword(s):  
Quality Assessment ◽  
Service Providers ◽  
Road Transport ◽  
Transport Service ◽  
Motor Transport ◽  
Transport Services ◽  
Leading Position ◽  
Perception Of Quality ◽  
High Level

Recently, the sphere of providing motor transport services has become more and more widespread and developed. The number of enterprises and sole proprietors in the market of motor transport services is constantly increasing. At the same time, the level of competition between motor transport service providers is growing, which makes it necessary to improve the quality of motor transport services. After all, a high level of quality allows us to occupy a leading position in this sector of the economy. There is an urgent need to assess the quality of motor services, and it is important to assess their quality from the standpoint of consumers of these services. Distinctive features of methodical bases of carrying out quality assessment at the enterprises of motor transport are defined. In the course of research both group, and individual indicators of quality assessment are established. Quality assessment is the result of the course of perception of quality, which is formed in the process of providing services to the user and is accompanied by a specific assessment of the quantitative degree of compliance of the received service with his expectations. Analysis of existing indicators revealed assessment of service quality. The stages of quality assessment, consistent provision of their implementation and the main basic provisions are determined, based on which a set of methodological approaches to assessing the quality of road transport services can be improved. The levels of evaluation of motor transport services and their content are established. An approach to assessing the quality of road transport service and the implementation of the course of providing services to users, which is based on its identified values in three stages: standardized, consolidated and expanded. The signs of the quality of the course of providing services to users on the basis of "points of conflict" with them are substantiated by two classes of signs: "effective" and "instrumental".

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 Quality of Transport Service in Intercity Road Passenger Transport: A Literature Review

2020 ◽  
pp. 18-28
Author(s):  
Tomislav Bubalo ◽  
◽  
Marijan Rajsman
Keyword(s):  
Quality Management ◽  
Road Transport ◽  
Passenger Transport ◽  
Transport Service ◽  
The Public ◽  
The Road ◽  
Public Road ◽  
Transport Services ◽  
Business Excellence

Achieving an adequate level of quality of transport services is a prerequisite for providing transport services. Certain level of quality of transport services is essential for the operation of intercity road passenger transport due to the increasingly competitive competitiveness of road transport companies in the transport services market. The topic of this research is also based on the presented topic, primarily through a comprehensive and systematic presentation of the current scientific knowledge in the area of quality management in road passenger transport. The structure of the public road transport system and the quality of transport services are described. The paper presents the quality of transport services as the basis of business excellence of road transport companies. Various models of quality management of transport services are described, as well as methods of assessing the quality of transport services in road passenger transport. The review is displayed of the current scientific research on the elements of quality of transport services in road passenger transport. The purpose of the research is to improve the methodology for assessing the quality of transport services with the aim of optimizing business and competitiveness of the road transport company.

scholarly journals Transport mobility of Russian super-large cities

2021 ◽  
Vol 274 ◽  
pp. 13006
Author(s):  
Ramil Zagidullin ◽  
Rumiya Mukhametshina
Keyword(s):  
Public Transport ◽  
Transport Service ◽  
Mobility Index ◽  
Large Cities ◽  
Transport Services ◽  
High Level ◽  
Transport Mobility ◽  
The City ◽  
Metro Network

The relevance of the issue under study stems from the lack of a method and indicators for determining the population’s level of transport mobility. The purpose of the article is to develop a method for assessing the level of transport mobility. The analysis of studies on the quality of transport services has shown lack of attention to mobility as a public transport service for the public. There are currently no science-based criteria for assessing the mobility level of convenience for passengers who use various modes of public transport for their trips. The use of a transport mobility index will improve both the quality of passenger transport and the overall level of transport services. The developed method for assessing the level of transport mobility will allow researchers to look into the dynamics of the indicators and plan improvements to transport service quality. The presence of a welldeveloped metro network (more than one line) in cities provides a transport mobility index above 0.5, according to the study of Russia’s largest cities’ transport mobility index. Following the example of Rostov-on-Don, which has the smallest area of the cities under study, a high transport mobility index of 0.6 can be achieved through optimal organization of public transport within the city and without a metro network. The existence of lengthy dedicated public transport lanes does not guarantee a high index of urban mobility, as in Kazan. This is due to a predominance of bus lanes being introduced in the central part of the city: this does not allow the outlying areas and the city as a whole to be given a high level of transport mobility.

scholarly journals Sustainability of Transport System of Large Russian City in the Period of COVID-19: Methods and Results of Assessment

2020 ◽  
Vol 12 (18) ◽  
pp. 7644
Author(s):  
Artur I. Petrov ◽  
Daria A. Petrova
Keyword(s):  
Transport System ◽  
Public Transport ◽  
Target Function ◽  
Sharp Decrease ◽  
Sociological Research ◽  
City Management ◽  
Transport Service ◽  
Transport Services ◽  
High Level

In spring 2020 the whole world went through the “black swan”—COVID-19 pandemic. The healthcare systems of all countries and the world economy, in general, became very stressed. The extraordinary decline of activity in all spheres, except healthcare, led to a drop in the demand for transport services, including city public transport. It was important for city management to support the sustainability of the local transport system. The article presents fundamental approaches to assessing the sustainability of a transport service, particularly city passenger public transport (CPPT), for the example of the large Russian city Tyumen (size of population—nearly 807 thousand people). Methods of analysis of the sustainability of the transport process in conditions of negative environmental impact (COVID-19 pandemic) are considered. During the period from 30.03.2020 to 31.05.2020 (nine weeks—the acute phase of COVID-19 pandemic) structural sustainability of the CPPT system in Tyumen kept a high level. By changing the parameters of the planned characteristics of the CPPT system state, an attempt to adapt the transport service supply to a sharp decrease in transport demand was made. In the period of “self-isolation”, the demand for the CPPT transport service reduced more than the transport service supply. Sustainability of CPPT functioning was evaluated by calculating the elasticity of the transport supply (number of trips) in relation to the actual demand (actual volume of transportations). Calculation of the elasticity index of the CPPT system of Tyumen during nine weeks of April–May 2020 (duration of “self-isolation“) is provided. A conclusion was made from the results of the research. In particular, it was found that the foreground target function of city management was the maintenance of a high level of transportation processes to the detriment of the transportations’ effectiveness. Such a policy led to contradictory results—the additional financial expenses at the rate of 135–150 million rubles and quite a high level of contentment of the Tyumen population with the quality of the CPPT work (sociological research established that 80–85% of respondents were satisfied with the quality of the transport service in April–May 2020).

scholarly journals FORMING COMPETITIVENESS OF MOTOR TRANSPORT SERVICES AT DIFFERENT HIERARCHICAL LEVELS OF ECONOMIC MANAGEMENT

2019 ◽  
pp. 137-144 ◽  
Author(s):  
Alevtina Anatolievna Rayushkina ◽  
Irina Anatolievna Morozova
Keyword(s):  
Methodological Approach ◽  
Road Transport ◽  
Marketing Strategies ◽  
Competitive Advantages ◽  
Transport Service ◽  
Economic Management ◽  
Motor Transport ◽  
Transport Services ◽  
Hierarchical Levels ◽  
The Subject

The article considers the problem of competitiveness of motor transport services in the context of hierarchical levels of economic management. Resource, operational and strategic competitive advantages of subjects-operators of the market of motor transport services on nano-, micro-, meso-, quasi-, macro- and megalevel have been allocated. The level of competitiveness of road transport services at a particular time is determined not only by competitive advantages of the subjects-operators of the market of motor transport services, but also by the joint impact of many factors on their activities. Research and analysis of these factors can determine whether they contribute to or hinder the achievement of the higher level of motor transport service competitiveness. There has been carried out the comparative analysis of forming road transport service competitiveness. It has been stated that at all levels of economic management the process of forming the competitiveness of motor transport services is specific. Presented typology of competitiveness of motor transport services at different levels of economic management acts as a methodological approach which contributes to theoretical justification of the concept of “competitiveness of motor transport services”, allows better assessing the activities of competitors. Besides, this approach enables the subject-operator of the market of motor transport services to navigate with greater accuracy for further operation in order to obtain advanced results due to using its competitive advantages. In the conditions of rapid innovative development of integration processes of the world economy, marketing to a large extent determines the level of competitiveness of motor transport services. Thus, the process of developing and realization of marketing strategies for improving competitiveness of motor transport enterprises is very important.

scholarly journals Quality Management of Transport Services for Cargo Owners

2018 ◽  
pp. 434-438 ◽  
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Quality Management System ◽  
Quality Level ◽  
Railway Transport ◽  
Transport Service ◽  
Transport Services ◽  
Systems Quality ◽  
High Level

The article addresses the concept of transport service quality as an essential tool for improving customer focus and the efficiency of rail transport in the implementation of cargo traffic. Issues have been investigated on current reforms going on in the railway transport market with regard to transport service. Valid procedures (both foreign and Russian ones) have been studied on freight owners’ evaluating transport service quality including All-Russian Project “Quality Index”. By this method, dynamics of change has been assessed in the fulfillment of basic indices of transport service quality, and causes of their inadequacy to ideal fulfillment have been described. Presented is the transport service quality management system for freight owners. The system is based on combination of natural assessment methods, optimization of quality level and assessment of efficiency of measures to increase the quality level. Based on logics of assuring transport service quality, a sequence has been proposed to analyze the transport quality indices systems: “quality of technical means → quality of operational work → quality of transport service”. Moreover, the quality of a subsequent system is the most objective characteristics of the previous system (systems) quality. It has been concluded that one of the major priorities in development of railway transport is to assure high-level quality of transport service. In addition to the most complete satisfaction of clients with railway transport services, the service quality makes it possible to increase attractiveness of railway companies in the transportation field and is the most important factor of competitiveness and the most promising for development as compared with alternative price factors.

scholarly journals The Quality of the Decision-Making Process in Road Transport

2019 ◽  
Vol 1 (1) ◽  
pp. 85-92
Author(s):  
Robert Sałek
Keyword(s):  
Decision Making ◽  
Transport Process ◽  
Road Transport ◽  
Quality Of Services ◽  
Decision Making Process ◽  
Factors Affecting ◽  
Management Level ◽  
Transport Services ◽  
Preparatory Stage

Abstract The issue of quality is a very important aspect of the operation of transport companies. In relation to the area of their activity it primarily focuses on the quality of services provided, which can be verified e.g. on the basis of timeliness of deliveries or accepted complaints. This allows for examining the quality after providing the service in order to take future pro-quality actions. However, is it possible to affect the quality of services provided before their provision? The transport process itself is preceded with a range of actions taken within the framework of detailed planning and organization, which can significantly influence the quality of services. The decisions made at the management level are conditioned by many factors determining the course of future events, however, this is not always enough to make the process run uninterruptedly. Therefore, it is important to structure basic actions at the initial stage so as to allow the smooth conduct of the decision-making process for the specific task in order to subsequently focus on the detailed analysis of the actions planned. In the paper, the author attempts to characterize the fundamental factors affecting the decisions taken during the planning and organization of the transport process. The objective of the conducted research is to verify initial decisions and their significance for the improvement in the quality of transport services provided. There was conducted the algorithmization of actions and interpretation of their importance for the quality of decisions taken at the preparatory stage and during transport.

scholarly journals A Proposal of Measures Towards a Qualitative Enhancement of Bus Transport Services in the Primorsko-goranska County

Pomorstvo ◽  
2018 ◽  
Vol 32 (1) ◽  
pp. 50-58
Author(s):  
Siniša Vilke ◽  
Tomislav Krljan ◽  
Borna Debelić
Keyword(s):  
Qualitative Data ◽  
Current Situation ◽  
Passenger Transport ◽  
Transport Service ◽  
The Public ◽  
Transport Services ◽  
Passenger Flows ◽  
Bus Transport ◽  
Density Rate

The survey, which consisted of counting, polling and recording, has provided data on the existing volume of passenger flows in public bus stations/terminals within the Primorsko-goranska (Littoral-Mountainous) County (hereinafter: the PG County), the density rate of passengers on bus lines that operate on County connections and on bus lines connecting the PG County with other counties in Croatia. In addition to the quantitative parameters, the qualitative data were analyzed that had been obtained by polling passengers at the Rijeka bus terminal, whereupon detailed opinions of direct users of the service were elaborated with the aim of obtaining a picture of the current situation of the public bus transport in the PG County. The data collected were used in evaluating the quality of the passenger transport service provided and in determining measures to be taken in order to bring both the actual quality of transport and the satisfaction of passengers to a higher level.

scholarly journals Competitiveness Assessment for Transport Enterprises in the Context of Accelerated Development of the International Logistics Infrastructure

2019 ◽  
Vol 67 ◽  
pp. 01004
Author(s):  
Olga Ievsieieva
Keyword(s):  
Public Relations ◽  
Methodological Approach ◽  
Road Transport ◽  
Economic Research ◽  
Pricing Policy ◽  
Transportation Services ◽  
Economic Relations ◽  
Motor Transport ◽  
Transport Services ◽  
Current Trends

In the study, the authors have identified the dominant trends in the development of the international road transport services market. These include monopolization and protectionism, structural imbalances, namely, predominance of European transport companies in the international motor transport market, prevailing of private transport companies. Hence, the researchers determined the general vector of improvement of the motor transport services market in the modern stage of internationalization of global economic relations. The current trends in the development of the international road transport services market in Ukraine are substantiated. The authors propose a competitiveness assessment methodology for transport enterprises. It is proposed to quantify the following elements as part of the competitiveness coefficient of a transport enterprise: 1) the range of offered transportation services; 2) pricing policy; 3) advertising; 4) public relations; 5) sales system; 6) employee incentive system; 7) innovative activity of the enterprise. Using the proposed methodological approach will help making reasonable management decisions to improve the efficiency of transport enterprises, to expand the information base of economic research, and to improve the quality of analysis in the context of accelerated development of the international logistics infrastructure.

scholarly journals Using mixed methods to design service quality evaluation indicator system of railway container multimodal transport

2019 ◽  
Vol 103 (1) ◽  
pp. 003685041989049 ◽  
Author(s):  
Xiaoping Fang ◽  
Chao Cao ◽  
Zhiya Chen ◽  
Weiya Chen ◽  
Linglin Ni ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Service Providers ◽  
Hot Spot ◽  
Indicator System ◽  
Evaluation Index System ◽  
Transport Service ◽  
Good Reliability ◽  
Transport Services ◽  
Multimodal Transport

Multimodal transport can bring the technical and economic advantages in different transportation modes into full play. While ensuring the level of service, it can reduce energy consumption and transport costs. Governments of most countries are actively promoting it. Therefore, it has become a research hot spot. Being a green, fast, and all-day transport mode, railways play an important role in multimodal transport. This article aims to analyze a multimodal transport service quality indicator system involving railways from the perspectives of customers, multimodal service providers, and governments. Qualitative and quantitative research methods were adopted to analyze the secondhand data of academic papers, government policy, and industry reports to clarify the quality characteristics of multimodal transport services. Using grounded theory and to analyze firsthand data from in-depth interviews with multimodal transport practitioners, 25 evaluation indicators of container multimodal transport service quality were chosen to be the evaluation index system. To test and improve the evaluation scale, 270 valid questionnaires were analyzed using SPSS 24.0 and AMOS 21.0 software, including reliability analysis, exploratory factor analysis, and confirmatory factor analysis. The results show that all the indicators meet the standard requirements and have good reliability and validity.

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