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The results of the examination of electronic display boards availability at the stops of land transport
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Marketing activity in the sector of public transport (PT) is focused on the development of alternative to private cars use. Creation of this alternative requires development and delivery of value propositions to private cars’ owners. Such value propositions should be significant to the owners and lead to switch to public transport use. The paper is...
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... trend was tracked cross all indicators under study that allows concluding practical efficiency of the research in the context of interaction between researchers and customer's services providing solution of detected problems. The results of the examination of electronic display boards availability at the stops of land transport are shown in Fig. 2 (Indicator -Navigation at the stops of land urban passenger transport). Subsequent to the results of the 1 st research wave it's shown that there was no display boards at 16,5% of examined stops of land PT. By the second wave this indicator decreased to 14% of all stops of land ...
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Citations
... Other researchers distinguish such indicators of the quality of transport services as punctuality/reliability of transport services [57]. In some studies, the authors pay attention to additional attributes that expand the basic service: the quality of information provided at stops and with interactive tools (the Internet, mail), staff behavior, etc. [58,59]. In the authors' previous research, Heterogeneous Customer Satisfaction Index has been proposed, which is based on the traditional marketing customer satisfaction index but considers the heterogeneity of users' judgments about various aspects of servicing [60]. ...
This research aims to create and test a new combined model to identify causal relationships between the perceived accessibility of the non-rail urban ground public transport (UGPT) route network and consumer experience in megacities. The methods used in the research are based on a combination of two models for assessing the perceived accessibility of UGPT passengers and the frequency of UGPT use. An online survey of 1,500 megapolis residents based on the quota sample was organized. Contingency tables were used to test the hypothesis, with the result reliability at a significance level of 5%, which was checked using the chi-square test. The impact of consumer experience on passengers’ perceived accessibility of the UGPT route network was identified. The relationship between the attributes of transport accessibility and the passengers’ frequency of using UGPT highlights significant differences between the perceived accessibility of transport and the frequency of using UGPT. Practical recommendations were formulated for developing transport accessibility for residents of megacities. The novelty of the research lies in the combined approach, which provides a deep understanding of causal relationships between customer experience (frequency of using UGPT) and the residents’ perceived accessibility of UGPT services. This helps to develop a theoretical model and practical recommendations for the improvement of the public UGPT system and transport services. Doi: 10.28991/ESJ-2023-07-06-023 Full Text: PDF
... Public transport is an important factor in metropolises' social and economic development [1]. At the same time, the growing number of vehicles in a city is becoming the main source of pollution. ...
This article presents a study of the attitude of metropolis residents to the environmental development of the urban public transport system. The authors set a goal to assess the influence of values on the assessment of environmental initiatives of city authorities in the field of public transport and their attitude to innovations in this sphere. In the course of the study, four clusters reflecting the values of the respondents were identified. The results showed support for innovations that do not require changes in the transport behavior of the individual. At the same time, we observe differences in the perception of initiatives by representatives of different clusters when the innovation affects their transportation behavior. Hypotheses were tested as an analysis result of empirical data by determining the synthetic indices of values using factor analysis, the classification of respondents based on the obtained indices to identify groups with similar values using cluster analysis, and an analysis of the relationship of the classification results by values using contingency tables and chi-square criterion. The scientific novelty of the study is to assess the impact of values of metropolis residents on the perception of environmental conditions and their change in the city.
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This article presents an original methodology of consumer assessments of satisfaction with the quality of a product/service based on N. Kano's model; the article describes a study of customer satisfaction with the technical quality of Moscow underground (metro) services carried out in accordance with the methodology developed by the authors aimed at justifying management decisions to increase the competitiveness of metro system.
... Можно предположить наличие синергетического эффекта в случаях, когда происходит одновременное нарушение нескольких нормативов КТО. Анализ должен позволить выявить силу внешнего влияния инцидентов и их комбинации, которые оказывают наибольшее воздействие на удовлетворенность пассажиров метрополитена качества транспортного обслуживания [8] (Sidorchuk, Skorobogatykh, 2015). ...
В статье рассматриваются результаты исследования, выполненного в рамках внешнего гранта «Проведение анализа мер, реализуемых транспортными предприятиями города Москвы, осуществляющими транспортное обслуживание населения, и направленных на повышение качества обслуживания, в том числе анализ и оценка качества услуг, предоставляемых Московским центральным кольцом и метрополитеном» по заказу Департамента транспорта и развития дорожно-транспортной инфраструктуры города Москвы. Децентрализация управления требует внедрения эффективных и прозрачных механизмов маркетинг-менеджмента. Инновационные способы сбора и анализа данных постепенно вытесняют устоявшиеся механизмы управления и благодаря «большим данным» стал возможен мониторинг поведенческих моделей, а именно показателей воспринимаемого пассажирами качества транспортной услуги, отдельно по каждой точке контактов (покупка билетов, навигация, расписание, подвижной состав, пересадка на другие виды транспорта и т.д.) для метро, МЦК и ЖТ во внутригородском сообщении. Авторами разработаны методические рекомендации по управлению системой непрерывного контроля за показателями ожиданий потребителей транспортных услуг и использования «больших данных» крупными транспортными системами.
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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.
The growth of metropolises and the number of vehicles cruising within their boundaries creates a permanent problem of dissatisfaction with transport accessibility. This study aims to identify the difference between perceived (PA) and objective (OA) transport accessibility. For its implementation, it was necessary: to explore PA between different residential areas and travel modes, reveal the influence of the travel regime on the PA, compare the impact of social-demographic factors on the individuals' PA. The research methodology is based on a large cross-sectional study with 2,275 respondents. A quota sample was used for 12 administrative districts of the Moscow metropolis. The data was processed by IBM SPSS Statistics 20 statistical program to obtain descriptive statistics indicators. Correlation analysis of the respondent's answers to the four items for PA assessment was performed to assess the relationship between the results of the solutions. Next, a synthetic index of PA was calculated and analyzed differences using the integral index PA. The relationship significance was assessed using F-criterion-based one-way ANOVA. The novelty of our study is as follows: it contributes to previous research on the possibility of measuring perceived affordability in metropolitan areas and benchmarking OA and RA.
Doi: 10.28991/esj-2021-01316
Full Text: PDF
