Zubkov V. V. Detalizatsiya struktury vozdeistviya uchastnikov kompleksnoi transportnoi uslugi na povyshenie kachestva obsluzhivaniya [Specification of impact structure of participants of the complex transport service on the service quality improvement]. Sovremennyye tekhnologii. Sistemnyy analiz. Modelirovaniye [Modern Technologies. System Analysis. Modeling], 2019, Vol. 61, No. 1, pp. 131–139. DOI: 10.26731/1813-9108.2019.1(61).131–139
10.26731/1813-9108.2019.1(61).131–139
In the period of retrofits being implemented in the railway industry, the expected volume of transportation in the near term can be achieved through a complex approach, namely through: consolidation of companies and means of transport, formation of new models of transport services, creation and introduction of integrated high-technology information systems. In this case, holistic approach to effective management of the production system should provide estimability of impact on the quality of transport services implemented by each party of the production process and determine their responsibility degree. The article illustrates the main aspects of quality management of customer services as one of the key factors of transportation company efficiency in the segment of freight transportation. The procedure of quality estimation of transportation service is presented in the Target model of the complex transport service by each of its parties in the different transportation categories. The developed method of assessment of transport service quality provides an opportunity to trace and assess the impact of each party in the model of complex transport service on ensuring the quality of services using the values of quality coefficients. Specification of impact structure of the parties of the complex transport service on its quality level through calculation of a responsibility ratio has been made. The proposed method of detailing the structure of the impact of the participants of the integrated transport service to improve the service quality allows you to determine the liability coefficients of parties for compliance with the plan of transport services for each transportation category. These coefficients should be used to calculate the cost of transport services and the revenue rate.
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