SERVICE QUALITY SHOULD BE ASSESSED BY THE CLIENTS THEMSELVES
Abstract
The article presents an analysis of the dynamics of the level of transport service quality of cargo owners based on data obtained in the framework of the project «Quality Index». Current trends and their causes are identified. The basic challenges to continuous improvement of service quality rendered by the railways of Russia are formulated.
Keywords
railway,
transport,
economy,
quality,
cargo owners,
transport service,
infrastructure,
quality index.
About the Author
Yu. I. SokolovRussian Federation
Moscow State University of Railway Engineering (MIIT), Moscow, Russia.
References
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Review
For citations:
Sokolov Yu.I. SERVICE QUALITY SHOULD BE ASSESSED BY THE CLIENTS THEMSELVES. World of Transport and Transportation. 2015;13(4):100-109.
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