engleski

Methodological Approach for Evaluation and Improvement of Quality Transport Service in Public Road Passenger Transport

Achieving the appropriate level of quality transport service is essential in the operations of the carriers in the public road intercity line passenger transport due to an increased competition between road carriers in the market of transport services. Effective assessment of achieved competitiveness is important for the survival and development of public road passenger carriers. The problem of research is reflected in the appropriate organization and giving importance to the criteria of quality of transport service in order to improve the methodology of its evaluation with the aim of optimizing business and competitiveness in public road intercity line passenger traffic. An efficient method for evaluating the quality of transport service would solve the problem of assessing the quality of transport service and assessing the competitiveness of bus carriers. It is proposed to develop a multi-criteria model for evaluating the quality of transport services by the method of measuring passenger satisfaction. The developed VAZP model (Multicriteria Analysis of Passenger Satisfaction) is based on multicriteria analysis AHP (Analytical Hierarchical Process) which is based on the disaggregated approach and linear programming modeling. The results of the research will be described using numerical values and will be graphically presented using descriptive statistical analysis. The ability to qualitatively represent passengerꞌs judgments and preferences makes the model a suitable tool for assessing passenger satisfaction and evaluating quality service in the transportation sector, as well as strategically positioning and gaining a competitive opportunities in the transportation services market. Using the Expert Choice software tool and sensitivity analysis it would establish differences between reached level of the quality of transport service of individual bus carriers and propose possible improvements to the business to gain a competitive advantage in the market of transportation services. Systematic optimization and quality management through continuous assessment of market competitiveness contributes to the development of the business of companies for road passenger transportation.

customer satisfaction, linear programming, multi-criteria analysis (VAZP model), quality of transport service

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