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

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 STRATEGIC MEASURES FOR IMPROVING THE QUALITY OF PUBLIC TRANSPORT SERVICES: APPROACHES TO FORMATION

2020 ◽  
Vol 1 (1) ◽  
pp. 46-52
Author(s):  
Maksym Borozenets
Keyword(s):  
Strategic Planning ◽  
Public Transport ◽  
Urban Transport ◽  
Passenger Transportation ◽  
Transport Services ◽  
Strategic Measures ◽  
Urban Public Transport ◽  
The City ◽  
Public Transport Services

The subject of the study is the formulation of strategic measures to improve the quality of public transport services. The goal is to justify a set of strategic measures aimed at improving the quality of public transport services. To achieve this goal, the following research objectives have been identified and solved: to establish the specifics and principles of effective strategic planning for urban transport services provision; to identify the features of urban transport services system; to identify the main measures for urban public transport services development, in particular, for the city of Kyiv. To achieve the goal of the study, a set of system theory methodologies has been selected. In modern science, this approach is considered to be the most productive and capable of providing a high degree of verification of the results obtained. As a result of the study: 1) a complex of strategic measures is substantiated, aimed at improving the quality of public transport services, namely: optimization of modal transportation; integration of modal transportation; optimization of road space; increasing the bus fleet; improving bus design and increasing the comfort in passenger compartments; selection of fare forms; development of information systems of interaction; compliance with the Traffic Laws and passenger transportation rules; increase of internal efficiency of transport operators’ activities; use of information technologies; increase of transport operators’ incomes; 2) the specifics and principles of effective strategic planning for urban transport services provision are established. They consist in applying an iterative approach to strategic planning. Its advantages are due to simultaneous execution of any strategic planning work (from writing the following elements of the strategic plan to the fulfilment of its objectives) with continuous analysis of results obtained, which makes it possible to adjust the works according to the changing environment conditions; 3) the features of the urban transport service systems are revealed, namely: urban public transport systems are complex open dynamic socio-economic systems. We consider multimodality of external environments, multifactoriality of external influences, presence of internal imbalances in systems as one of the main reasons for their unsatisfactory state. Therefore, a multifaceted approach is needed, which takes into account the maximum number of factors and combines a range of measures to improve the quality of urban passenger transportation; 4) the main measures for the development of urban public transport services, in particular, for the city of Kyiv, are identified, namely: ensuring multimodal public access to public transport stations and public places; organization of information and communication interaction between all elements of the passenger transportation system; use of various forms of urban public transport fare; mathematical modelling of integration interaction of different types of public transport.

Urban Transport

2018 ◽  
Author(s):  
José van
Keyword(s):  
Urban Areas ◽  
Urban Transport ◽  
Transport Sector ◽  
Public And Private ◽  
Transport Services ◽  
Ride Sharing ◽  
The World ◽  
Private And Public ◽  
Selection Mechanisms

Platformization affects the entire urban transport sector, effectively blurring the division between private and public transport modalities; existing public–private arrangements have started to shift as a result. This chapter analyzes and discusses the emergence of a platform ecology for urban transport, focusing on two central public values: the quality of urban transport and the organization of labor and workers’ rights. Using the prism of platform mechanisms, it analyzes how the sector of urban transport is changing societal organization in various urban areas across the world. Datafication has allowed numerous new actors to offer their bike-, car-, or ride-sharing services online; selection mechanisms help match old and new complementors with passengers. Similarly, new connective platforms are emerging, most prominently transport network companies such as Uber and Lyft that offer public and private transport options, as well as new platforms offering integrated transport services, often referred to as “mobility as a service.”

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

scholarly journals Conditions for the functioning of regulated competition on the public urban transport market in Poland

2018 ◽  
Vol 80 ◽  
pp. 119-127
Author(s):  
Grzegorz Krawczyk
Keyword(s):  
Large Volume ◽  
Public Transport ◽  
Natural Monopoly ◽  
Urban Transport ◽  
Quality Of Services ◽  
The Public ◽  
Transport Organization ◽  
The Cost ◽  
Regulated Competition

The public urban transport market takes the form of a natural monopoly. In some cases, especially in the situation of supply of a relatively large volume of operation work, the implementation of competitive solutions may result in: improving the quality of services or reducing the cost of vehicle-kilometers. The purpose of the article is to present the determinants of functioning of regulated competition on the public urban transport market in Poland. The conducted analysis focuses on the issue of market openness and access to participation in competitive procedures of private operators. The research covered urban transport markets in cities over 200.000 inhabitants and their characteristics in the scope of: the model of public transport organization (with particular emphasis on the level of opening of markets), the level of competition on the operator market and the method of selecting operators. On the basis of the conducted research, the scope of applying pro-competitive solutions in the scope of contracting services by the largest organizers of public urban transport in Poland was characterized.

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.

scholarly journals SUSTAINABILITY INDEX ASSESSMENT OF URBAN TRANSPORT SERVICES IN DEVELOPING CITIES

ASTONJADRO ◽  
2021 ◽  
Vol 10 (1) ◽  
pp. 150
Author(s):  
Muhammad Nanang Prayudyanto
Keyword(s):  
Transport System ◽  
Public Transport ◽  
The State ◽  
Urban Transport ◽  
Transport Systems ◽  
Urban Mobility ◽  
Public Transport System ◽  
Transport Services ◽  
Developing Cities ◽  
Asian Cities

<p>The growth and concentration of motor vehicles in developing cities has led to increased demand for urban mobility. Renewed commitments of Asian cities are required in order to achieve the SDG target on urban mobility as well as to enhance overall sustainability of urban transport systems and services. Cities and countries need to track the progress in improving urban mobility. With a view to support evidence based decision, the paper introduces the Sustainable Urban Transport Index (SUTI) of urban transport services, to help summarize, track and compare the state of urban mobility in Asian cities, as model for developing cities in the world. It also presents the results of pilot application of SUTI in four Asian cities: Greater Jakarta; Kathmandu; Hanoi; and Colombo. The four pilot cities were able to collect data, analyzed and assess the state of urban mobility in their city using SUTI. The assessment result supported policy makers to identify policy gaps, prioritize additional measures and investment strategies required to improve urban transport systems and services in each city. The visual output display in spider diagram was useful to comprehend state of all 10 key indicators in a glace. The pilot study demonstrated the usefulness of SUTI tool and the pilot cities were already using the results of SUTI analysis. In Kathmandu additional efforts are required to improve pedestrian infrastructure and facilities, Colombo needed to improve quality and reliability of public transport system, while Hanoi and Greater Jakarta need to put additional efforts to increase mode share of public transport system.</p>

scholarly journals Competitiveness of the public transport and car owner behavior: interrelations and contradictions in the light of sustainable development of the metropolis

2020 ◽  
Vol 208 ◽  
pp. 05005
Author(s):  
Irina Skorobogatykh ◽  
Zhanna Musatova ◽  
Roman Sidorchuk ◽  
Natalia Ivashkova ◽  
Petr Nevostruev
Keyword(s):  
Sustainable Development ◽  
Transport System ◽  
Public Transport ◽  
Negative Impact ◽  
Urban Transport ◽  
Transport Systems ◽  
Successful Implementation ◽  
The Public ◽  
Public Transport System

Consistent actions taken by car manufacturers to improve the quality of vehicles make them easier to use and reduce their negative impact on the environment significantly strengthen the competitiveness of personal transport. At the same time, high investments in the development of urban transport systems (especially large ones) create conditions for the mobility of all population groups, but do not significantly affect the competitiveness of public transport. At the same time, the high competitiveness of the public transport system is a sign of the successful implementation of the concept of sustainable development of the territory, making it more attractive for tourism and stimulating its development. The study of the limitations of the analysis of the competitiveness of public transport is conducted in this article along with an analysis of the factors that influence the choice of citizens in terms of mobility for their daily tasks. The article presents the results of an empirical study of relations between Moscow residents and public transport, changes in the intensity of use of personal cars in the period 2015-2020. During this period, the transport system has undergone significant positive changes, which have affected the perception of comfort and accessibility of public transport in Moscow.

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 Level of Service Research of Public Transport Facilities: A Access of Trivandrum City

2019 ◽  
Vol 8 (2S8) ◽  
pp. 1215-1218
Keyword(s):  
Transport System ◽  
Public Transport ◽  
Public Transportation ◽  
Social Life ◽  
Level Of Service ◽  
The Public ◽  
Public Transport System ◽  
Transport Services ◽  
The City

Public transportation is one of the sustainable form of transportation which provides mobility options for the people. The public transport services are very basic need of people’s lives, especially in developing world. It is the basic means for mobility of a large percent of people and hence it is the driving force of economic and social life. Quality of service, characterized by the Level-of-Service (LoS) is one of the major factors determining the demand for public transport. This study tries to determine the city-wide Level-of-Service provided by the public transport system using the service level benchmarks as a case study of Trivandrum city. The indicators for determining the Level-of-Service used in the study are presence of organized public transport system, availability or extend of public transport supply, service coverage, average waiting time, level of comfort in public transport and the fleet availability. This approach can be used to determine the LoS at the city-level and thus provides a measure for identifying the public transport quality of an urban area.

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