Managing the Quality of Passenger Service in Railway Transport Using Information Services

Abstract

–In the modern economy, railway transport must follow the path of innovative development, not only in the field of technology, but also in the field of service. To achieve this goal, it is necessary to solve problems, including the introduction of new modern technologies, digitalization of various management processes and the provision of services. The aim of the study is to assess the level of quality of service in long-distance trains in order to develop directions for improving their quality using information services. To achieve this goal in the course of the study, the following methods were used: methods of expert assessments, computational and analytical methods, the method of comparisons and analogies, questionnaire methods, quantitative and statistical methods. In the course of the study, the factors influencing the satisfaction of consumers with the quality of the provision of services in the railway transport were identified. Based on the identified factors, a social survey of consumers was conducted, as a result of which problem areas were identified and directions for improving the quality of service on long-distance trains using information services were formulated. As a result of the study, problematic aspects of passenger service were identified and the introduction of new informational ones was proposed, aimed at solving these specific problems. Keywords––quality, passenger service, railway transport, service, digitalization