EVALUATION OF PASSENGER SATISFACTION WITH PUBLIC TRANSPORT SERVICES

Abstract

[For the English abstract and full text of the article please see the attached PDF-File (English version follows Russian version)].ABSTRACT Based on existing domestic and European standards of quality assessment, the article justifies the approaches to improving the work of public transport. The authors’ method of analyzing factors, which affect the characteristics of the transport service of the population and the satisfaction of passengers with the services of suburban electric trains and the metro, is demonstrated. The data of the conducted surveys allow to argue a step-by-step scheme of improvement of the expected quality in the quality system, which is achieved through conscious quality, and that in turn is regulated by realized quality. The level of the latter is determined by the impact on operational and infrastructural factors. Keywords: public transport, suburban electric trains, underground, quality of service, passenger satisfaction.