A Comprehensive Indicator of Customer Loyalty of Organizations Providing Transport Services Under High Competition Conditions

Abstract

The article analyzes the state of competition in the transport sector in Russia, in particular in the field of freight transport in rail transport. In order to improve the efficiency of management of organizations providing transportation services in the field of freight transportation, in a highly competitive environment, a comprehensive indicator of client loyalty is proposed. Based on the analysis of the factors influencing customer loyalty in the provision of transportation services, aspects of the indicator evaluation are highlighted. A model for estimating the complex indicator of client loyalty based on the method of discrete synthesis is proposed.