COMPREHENSIVE ASSESSMENT OF THE QUALITY OF SERVICES PROVIDED TO RAILWAY PASSENGERS AS A STRATEGIC TOOL FOR ENSURING THE ECONOMIC SUCCESS OF RAILWAY ENTERPRISES

Abstract

The article addresses the important issue of assessing service quality in the railway passenger transport sector. The author of the article tackles this problem by developing and proposing a modified methodology for evaluating the quality of passenger transport services by rail. The main goal of the research was to determine an integrated indicator of service quality using an economic-mathematical model. The article provides a detailed description of the essence and peculiarities of the developed methodology, highlighting key aspects of assessing the quality of railway passenger transport services. Special attention is paid to the analysis and determination of the advantages of the proposed approach compared to existing methodologies, particularly in the selection of indicators for assessing the quality of railway passenger transport services. The features of service quality assessment at three key stages: before the trip, during the trip, and after the trip, are discussed, taking into account the specifics of railway transport. The obtained results allow determining an integrated indicator reflecting the overall level of passenger service at all stages. The elucidation of the peculiarities of the proposed methodology and its effectiveness in the context of railway transport allows the author to draw reasoned conclusions about the level of passenger service and identify directions for further research in this area. The developed methodology opens up new opportunities for collecting and analyzing data on the quality of passenger service in railway transport, contributing to further optimization and improvement of passenger transportation by «Ukrzaliznytsia».