Assessment of Quality of Service Provided to Private Consignors

According to experts, the volume of groupage cargo transportation market in Russia in 2019 ranged from 180 to 200 billion rubles. This segment of cargo transportation is developing in a continuous mode: there are more and more new delivery schemes balancing in the corridor of «price–time–service» parameters.
The principle of customer focus affects formation of standards for interaction of shippers with customers at various stages of service delivery. This requires identification and assessment of customer needs and their satisfaction.
The article analyzes a model of customer-oriented behavior of a transport and logistics company in a market environment. The RZD-Express service provided by JSC Russian Railways was chosen as the object of the study, the subject of the study is transportation of groupage cargo under contracts with private individuals–shippers. The choice of transport services for transportation of groupage cargo of private individuals as the subject of research was reasoned. This choice allows to overcome the problem of information confidentiality, organize a survey via the Internet, and provide feedback to form objective assessment of the company’s customer focus. The objective of this article is development of an author’s methodology for analyzing quality of provision of services for transportation of goods to individuals from a customeroriented perspective. In the process of achieving this objective, the author used methods of questioning and analysis of data. The following tasks were set and solved: substantiation of the need to develop a special methodology for analyzing quality of research services; development of the author’s system of quality criteria; assessment on their basis by consumers using a questionnaire of the quality of these services, identification of bottlenecks and formulation of recommendations to improve quality of transport customer service.
The system of criteria for assessing quality of transportation, developed by the author, is formed with a focus on customer-oriented parameters, it can be used to assess quality of transport and logistics services by carriers of any mode of transport, the basic criteria can be expanded, subcriteria will be highlighted within each of them, which will allow for analysis in more detail following proposed main guidelines.

1. Overview of cargo transportation industry in Russia 2019 [Obzor otrasli gruzoperevozok v Rossii 2019 god] [Electronic resource]: https://www.ey.com/Publication/vwLUAssets/ey-transportation-services-2019-rus/$FILE/ey-transportation-services-2019-rus.pdf Last accessed 02 02 2020

2. Zhikin, A Logistics of industries and segments [Logistika otraslei i segmentov] Moscow, LitRes: Samizdat, 2019, 60 p

3. Skorlygina, N Growth without assets Logistics companies are waiting for rapid development of the market [Rost bez aktivov. Logisticheskie kompanii zhdut bystrogo razvitiya rynka] Kommersant, 2019, Iss 13 (6493), 7 p [Electronic resource]: https://www.kommersant.ru/doc/3862169 Last accessed 02 02 2020

4. Asaliev, A M , Zavyalova, N B , Saginova, O V , Spirin, I V , Skorobogatykh, I I [et al] Marketing approach to quality management of transport services: Monograph [Marketingoviy podkhod k upravleniyu kachestvom transportnogo obsluzhivaniya: Monografiya] Ed by N B Zavyalova, O V Saginova, I V Spirin Novosibirsk, TsRNS Publishing House, 2016, 172 p

5. Sokolov, Yu I , Lavrov, I M Analysis of the dynamics of the index of quality of transport services for cargo owners [Analiz dinamiki indeksa kachestva transportnogo obsluzhivaniya gruzovladeltsev] Corporate Governance of Economic and Financial Activities in Rail Transport: Proceedings based on the results of 3rd International Scientific and Practical Conference Moscow, RUT (MIIT), 2019, Iss 17, pp 83–86

6. Strinkovskaya, A S Diagnostics of quality of transport services at cargo motor transport enterprises [Diagnostika kachestva transportnogo obsluzhivaniya na gruzovykh avtotransportnykh predpriyatiyakh] Tekhnika i tekhnologii stroitelstva, Iss 3 (11), 2017, pp 75–80

7. The Single Customer Focus Policy of Russian Railways Holding Company in the field of Cargo Transportation [Edinaya politika klientoorientirovannosti kholdinga RZD v oblasti gruzovykh perevozok] [Electronic resource]: http://docs.cntd.ru/document/456025278 Last accessed 02 02 2019

8. The Russian Internet-trading market will reach 2,78 trillion rubles by 2024 [Rossiiskiy rynok Internet­torgovli k 2024 godu dostignet 2,78 trln rub.] [Electronic resource]: https://wwwrbcru/business/13/03/2019/5c88f46a9a79479761da827d Last accessed 02 02 2020

9. Annual report for 2018 of JSC RZD-Logistics [Godovoy otchet 2018 AO «RZD­Logistika»] [Electronic resource]: https://www.rzdlog.ru/upload/iblock/23e/23e15f4bc9e30e74a88a11d443d13624.pdf Last accessed 02 02 2020.