The paper presents the results of research of passenger transport services in the city of Moscow by public transport. The research method is based on assessing the quality by using "Mystery Shopper" observation method. The peculiarity of the method involves the use of parametric indices outlined by researchers and affecting quality of the provided transportation service. These parameters include cleanliness, ticket-selling speed, presence of cellular signal, etc. The obtained results demonstrate that, given the existing features of automatic vending machines, they still cannot completely replace traditional ticket offices. The results of the research demonstrate that the applied method does not allow relating the presence of a particular inspected parameter to service quality perception by consumers. The researchers see the future direction of their work on the revision of the applied methodology in the part for calculation the level of satisfaction, for example, based on a special index. In particular, inclusion of the parameters of perceived quality, use of a multi-stage or stratified sampling to improve the representativeness of the research results, use of frequency measurement -4 times per year to account for the seasonality factor.

This article presents an original methodology of consumer assessments of satisfaction with the quality of a product/service based on N. Kano's model; the article describes a study of customer satisfaction with the technical quality of Moscow underground (metro) services carried out in accordance with the methodology developed by the authors aimed at justifying management decisions to increase the competitiveness of metro system.

The monograph presents the results of the qualitative stage of applied research, conducted by the Department of Marketing Plekhanov Russian University of Economics in 2017-2018. According to the results of the study, proposals were submitted aimed at improving the quality of transport services on the urban rail transport of the city of Moscow. The results of the R & D were taken as the basis for recommendations for the use in the territory of the city of Moscow to the governing bodies of the city of Moscow, legal entities and individual entrepreneurs engaged in the provision of transport services for passengers by rail transport in urban transport. 30 employees of the Department of Marketing and 110 students of the Faculty of Plekhanov Russian University of Economics. The publication of the monograph is dedicated to the 30th anniversary of the creation of the first Russian marketing department and its founder, Professor Boris Aleksandrovich Solovyov. The monograph is intended for civil servants, entrepreneurs, university professors, graduate students, undergraduates and students interested in the marketing of transport services. The monograph materials allow using it as a textbook for the courses “Marketing”, “Marketing Research”, “Marketing Management”, “Marketing of Small and Medium Business”, “Marketing of Transport”, “Marketing Consulting”, etc.

The textbook was prepared by the team of authors of the first Russian Department of marketing of Plekhanov Russian University of Economics. The textbook combines modern theory, applied aspects and practice of marketing, reflects important modern economic trends that affect business and marketing activities: the need to implement a relational approach, the importance of environmental factors, social responsibility of marketing, changes occurring in connection with the development of the digital economy, the adaptation of marketing activities in the Internet environment, social media, when using mobile applications marketing. Each Chapter of the textbook contains a mini-case, tasks and questions for repetition, as well as a list of recommended relevant literature, diagrams, tables, drawings, calculation tasks. Meets the requirements of the Federal state educational standards of higher education of the last generation. Students of educational institutions of higher education, studying in the areas of bachelor's degree "Management" and "Economics", profile " Marketing»; students and undergraduates studying special marketing disciplines: "Banking marketing", "Internet marketing", "Marketing of small and medium-sized businesses", "Marketing research", "Marketing communications", "Marketing planning and audit", "tourism Marketing", "service Marketing", "international marketing", "Marketing in industries and spheres of activity", "non-Commercial marketing", "Fundamentals of strategic marketing", "consumer Behavior", "Industrial marketing", "Trade marketing", " Pricing and distribution policy»; as well as graduate students, teachers, business practitioners and marketers.