Managing the Quality of Passenger Service in Railway Transport Using Information Services
- DOI
- 10.2991/aebmr.k.210222.061How to use a DOI?
- Keywords
- quality, passenger service, railway transport, service, digitalization
- 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.
- Copyright
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Yu.V. Kuznetsov AU - N.V. Кapustina AU - A.V. Yanelis AU - I.S. Aleksina PY - 2021 DA - 2021/02/24 TI - Managing the Quality of Passenger Service in Railway Transport Using Information Services BT - Proceedings of International Scientific and Practical Conference “Russia 2020 - a new reality: economy and society” (ISPCR 2020) PB - Atlantis Press SP - 311 EP - 315 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.210222.061 DO - 10.2991/aebmr.k.210222.061 ID - Kuznetsov2021 ER -