Formation of social and marketing evaluation of service quality of urban passenger transport services

Authors

  • Володимир Олексійович Вдовиченко Kharkiv National Automobile and Highway University, Yaroslav Mudry st, 25, Kharkiv, Ukraine. 61002, Ukraine https://orcid.org/0000-0003-2746-8175

DOI:

https://doi.org/10.15587/2312-8372.2016.80693

Keywords:

service quality, transport services, urban public passenger transport, social and marketing needs

Abstract

Service quality of passenger transport services, which are the object of this research, has a complex structure, needs to formalize its structure and revealing of the principles of state evaluation of its compliance with the requirements of social and marketing customers. To solve this problem it is offered to use SERVQUAL methodology, which confirmed its practical adaptability to evaluate the service quality in the field of consumer services. The basis of the proposed approach is the principle of service quality evaluation of urban passenger transport services through the perception of parameters of customer value by providing their compliance with social and marketing requirements of the passengers. The structure and the type of service quality performance of transport services are proposed on the basis of social and marketing criteria and their properties. Service quality evaluation of transport services is realized by providing gap between the levels of its formation by determining the state of compliance of technical proposal with the necessary conditions for the formation of the consumer potential of transport services. It is established that the level of service quality of transport services greatly affects the level of technical proposal, which formed on the basis of its internal resource capabilities and organization of technological processes.

Author Biography

Володимир Олексійович Вдовиченко, Kharkiv National Automobile and Highway University, Yaroslav Mudry st, 25, Kharkiv, Ukraine. 61002

Candidate of Technical Science, Associate Professor

Department of transport technology

References

  1. Aksenova, E. S. (2006). Razvitie passazhirskoi transportnoi sistemy kak odnogo iz uslovii sovershenstvovaniia sotsial'noi infrastruktury goroda. Moscow, 25.
  2. Shpylovyi, I. (2010). Methodical bases of control of urban ridership systems. Eastern-European Journal Of Enterprise Technologies, 3(6(45)), 33–38. Available: http://journals.uran.ua/eejet/article/view/2846
  3. Vdovychenko, V., Nagornyy, Y. (2016). Formation of methodological levels of assessing city public passenger transport efficiency. Eastern-European Journal Of Enterprise Technologies, 3(3(81)), 44–51. doi:10.15587/1729-4061.2016.71687
  4. Kuzhel, V. P., Ishchenko, A. P., Byshko, M. O. (2013). Vyznachennia rivnia yakosti pasazhyrskykh perevezen z pozytsii pasazhyra. Visnyk SNU im. Volodymyra Dalia, 15 (204), Part 2, 274–278.
  5. Vinichenko, V. S., Tarasiuk, I. Yu. (2011). Analiz faktoriv i umov, yaki vplyvaiut na yakist pasazhyrskykh perevezen na miskomu pasazhyrskomu transporti. Komunalne hospodarstvo mist, Vol. 99, 369–374.
  6. Seco, A. J. M., Gonçalves, J. H. G. (2007, August 17). The quality of public transport: relative importance of different performance indicators and their potential to explain modal choice. Urban Transport XIII: Urban Transport and the Environment in the 21st Century, Vol. 96, 313–325. doi:10.2495/ut070301
  7. Turpishcheva, M. S., Nurgaliev, E. R. (2014). Metodika otsenki kachestva sistemy passazhirskih avtoperevozok. Vestnik Astrahanskogo gosudarstvennogo tehnicheskogo universiteta, 1 (57), 42–46.
  8. dell’Olio, L., Ibeas, A., Cecin, P. (2011, January). The quality of service desired by public transport users. Transport Policy, Vol. 18, № 1, 217–227. doi:10.1016/j.tranpol.2010.08.005
  9. de Oña, R., López, G., Rios, F. J. D. de los, de Oña, J. (2014, December). Cluster Analysis for Diminishing Heterogeneous Opinions of Service Quality Public Transport Passengers. Procedia – Social and Behavioral Sciences, Vol. 162, 459–466. doi:10.1016/j.sbspro.2014.12.227
  10. Eboli, L., Mazzulla, G. (2011, January). A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view. Transport Policy, Vol. 18, № 1, 172–181. doi:10.1016/j.tranpol.2010.07.007
  11. d’Ovidio, F. D., Leogrande, D., Mancarella, R., Schinzano, A., Viola, D. (2014). A Multivariate Analysis of the Quality of Public Transport Services. Procedia Economics and Finance, Vol. 17, 238–247. doi:10.1016/s2212-5671(14)00868-5
  12. Lai, W.-T., Chen, C.-F. (2011, March). Behavioral intentions of public transit passengers – The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, Vol. 18, № 2, 318–325. doi:10.1016/j.tranpol.2010.09.003
  13. Iseki, H., Taylor, B. (2010, September). Style versus Service? An Analysis of User Perceptions of Transit Stops and Stations. Journal of Public Transportation, Vol. 13, № 3, 23–48. doi:10.5038/2375-0901.13.3.2
  14. Mahmoud, M., Hine, J., Kashyap, A. (2011). Bus Transit Service Quality Monitoring in UK: A Methodological Framework. Proceedings of the Irish Transport Research Network Conference, Vol. 31, 31–40.
  15. Fedoskina, L. A. (2008). Metodika «SERVQUAL» kak instrument povysheniia innovatsionnoi aktivnosti v organizatsiiah sfery uslug. Kreativnaia ekonomika, 3 (15), 73–83.
  16. Melnyk, T. S., Khrystofor, O. V. (2011). Pokaznyky bezpeky pasazhyrskoho transportu v systemi SERVQUAL ta kompleksnii otsintsi konkurentospromozhnosti. Transportnye sistemy i tehnologii perevozok, 2, 69–73.

Downloads

Published

2016-09-29

How to Cite

Вдовиченко, В. О. (2016). Formation of social and marketing evaluation of service quality of urban passenger transport services. Technology Audit and Production Reserves, 5(2(31), 42–48. https://doi.org/10.15587/2312-8372.2016.80693

Issue

Vol. 5 No. 2(31) (2016): Systems and control processes. Information and control systems. Technology Transfer in the Transport Industry

Section

Technology Transfer in the Transport Industry

License

Copyright (c) 2016 Володимир Олексійович Вдовиченко

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

The consolidation and conditions for the transfer of copyright (identification of authorship) is carried out in the License Agreement. In particular, the authors reserve the right to the authorship of their manuscript and transfer the first publication of this work to the journal under the terms of the Creative Commons CC BY license. At the same time, they have the right to conclude on their own additional agreements concerning the non-exclusive distribution of the work in the form in which it was published by this journal, but provided that the link to the first publication of the article in this journal is preserved.