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Study of factors affecting consumer satisfaction with the quality of urban public transport services


Tsoy M.E., Schekoldin V.Yu., Dolgikh I.V.
(about the authors)

Tsoy M.E. – ( Novosibirsk State Technical University)

Schekoldin V.Yu. – ( Novosibirsk State Technical University)

Dolgikh I.V. – (Novosibirsk State Technical University)

Published in:
Russian Journal of Entrepreneurship
– Volume 18, Number 21 (November 2017)

JEL classification: C83, O18, R41

Keywords: customer satisfaction, factor analysis, public transport services, transport quality


Citation:
Tsoy M.E., Schekoldin V.Yu., Dolgikh I.V. (2017). Study of factors affecting consumer satisfaction with the quality of urban public transport services. Russian Journal of Entrepreneurship, 18(21), 3237-3260. doi: 10.18334/rp.18.21.38503


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Abstract:

The article is devoted to the issues of assessment of passenger satisfaction with public transport services. The goal of the article is to reveal factors conditioning the satisfaction of consumers with the services of urban public transport by the example of bus routes in Novosibirsk. Public transport in the modern world determines economic development of cities and regions almost on third, but the tasks of transport companies related to the economic efficiency of services often differ from those of consumers (comfortable and safe transportation). In this regard, the role of marketing in public transport needs to be redefined, since there is a strong need to create value propositions for motorists with a view to their switch on public transport. In addition, we need to create a universal method for improving the quality of transport services, its testing and implementation. The article analyzes methods for measuring customer satisfaction. We consider issues of the level of passenger service as a part of strategic management of urban public transport services. The innovative nature of the author's approach is that the sets of indicators of passenger satisfaction with public transport services in Novosibirsk are identified on the basis of factor analysis. Application of factor analysis allowed interpreting six factors that determine the consumer satisfaction with the services of such public transport as buses. Further study may be related to the modification of questionnaires, conducting surveys in other Russian cities and comparing the identified satisfaction factors on the basis of a survey of public transport passengers in these cities. The studies would provide an overview the applicability of analytical methods to qualitative data, and they would be aimed at creation of a scale for assessing passenger satisfaction with public transport services, which will become part of the methodology for improving the quality of transport services.







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