Managing customer satisfaction with Metropolitan Public Transport Services based on perceived quality assessments-Reference-Cited by-同舟云学术

Managing customer satisfaction with Metropolitan Public Transport Services based on perceived quality assessments

Published:2022-06-04 Issue:3 Volume:9 Page:447-461
ISSN:2328-8280
Container-title:Journal of Eastern European and Central Asian Research (JEECAR)
language:
Short-container-title:JEECAR

Author:

Skorobogatykh Irina^ORCID,Timokhina Galina,Mkhitaryan Sergey,Ivashkova Natalia^ORCID,Shirochenskaya Irina^ORCID

Abstract

The purpose of this research is to study consumer satisfaction with the perceived quality of ground public transport (GPT) services in the Moscow metropolitan area. The methodology used includes identification of the quality attributes of GPT services relevant to consumers which affect consumer satisfaction, the choice of alternative transport modes, and the competitiveness of GPT services. Study reliability is ensured by a representative sample which included the results of an online survey of 1517 respondents, cluster analysis and the employment of the CHAID decision tree method. The authors formulated and confirmed 4 hypotheses. Thirty-two attributes influencing consumer satisfaction with GPT services were obtained; clusters with different degrees of satisfaction were identified; and attributes of perceived quality that are important for consumers when choosing transportation modes were revealed. Recommendations for marketing and management solutions to improve the competitiveness of urban GPT services in relation to substitutes in order to increase the mobility of the population and reduce the environmental pollution of the metropolis were proposed.

Publisher

Journal of Eastern European and Central Asian Research

Subject

Marketing,Organizational Behavior and Human Resource Management,Strategy and Management,Economics and Econometrics,Finance,Business and International Management

Reference61 articles.

1. Gavrikov V.A., Penshin N.V. Formirovanie I rasvitie konkurentnoy sredy rynka gorodskikh passazhirskih perevosok (Formation of the competitive environment of the market of urban passengers’ transportation) : Monography / V.A.Gavrikov, N.V.Penshin. Tambov. FGBOU VO “TGU” (TGTU), 2015. – 144 p.

2. Zavyalov D.V., Lopatinskaya I.V., Efimova D.M., Volkov D.K. Udovlentvorennost potrebiteley v systeme upravlenmia kachestvom transportnogo obsluzhivania// Chelovecheskiy kapital I professionaljnoe obrazovanie (Customer satisfaction in the system of transport services management // Human Capital and Professional Education), 2015, 4(16), 26-31.

3. Kuznetsova N.P., Ephifanova V.E. Analys konkurentosposobnosty v sphere obschestvennogo transporta Ufy. // V sbornike: Mekhanizmy upravlenia ‘konomicheskimy systememamy: methody, modely, tekhnologii/ proceedings of the mezhdunarodnoy nauchno-practicheskoy conferentsii. (Analysis of the competitiveness in the spere of the public transport of the city Ufa. In the proceedings: Mekhanizms of the management of economic systems: methods, models, technologies/Materials of the international conference) 2018, c. 366-370.

4. Lambin J.-J. Strategic marketing. European perspective / translation from French. Saint Petersburg. Nauka, 1996. 588 p.

5. Morozova D.V. Otsenka vazhnosty otdelnuh criteriev v vospriatii passaziramy rfchestva transportnykh uslug. // V Sbornike: Socialjno-economicheskie problem regionaljnogo razvitia na sovremennom etape. Materialy mezhdunarodnoy yfuchnoy conferencii (Assessment of the importance of individual criteria in passengers' perception of the quality of transport services. // In the collection: Socio-economic problems of regional development at the present stage. Materials of the international scientific conference) 2018. P. 366-370.