Quality of transport services and customer satisfaction measurement

Abstract

The development and functioning of the global economy market is not possible without a net-work of transport connections - communication infrastructure, as well as a service provider - consumer relationship. Transport is a technological process of the distance of people, objects or energy. Knowledge of the logistics system and its processes is essential for fully functioning and effective logistic activities in the field of goods turnover. The functioning of enterprises operating on modern world markets without effective logistics is almost impossible, hence the constant search for tools to improve its processes, which provide added value for the customer, while maintaining the cost-quality ratio of the services provided. Building an appropriate relationship with the customer, taking care of customer service standards and professional customer service is a long-term and developmental process, which is nothing else than a mutual benefit transaction. Customer satisfaction should be constantly tested in terms of satisfaction and loyalty as well as the perception of the standards introduced and services offered. The customer satisfaction survey is used to illustrate the perception of the conditions that guide the customer. This article describes the methods of measuring customer satisfaction in the point of view quality of transport services.

Draft of Public Rail Passenger Transport During the COVID-19 Pandemic

“…The performance values for the proposed (reduced) pandemic timetable are in the lower table titled Pandemic condition (Fig. 2b) [15][16][17][18][19][20].…”

“…On most of the occupied regional lines, the railway does not have the prerequisites to be a supporting system of regional transport without the necessary investments and coordinated cooperation of carriers [15]. Here, trains usually carry a minimum number of passengers and do not offer services on natural transport sections [16,17]. The accessibility of railway stations here is usually disadvantageous and significantly worse compared to bus transport.…”

“…Comparison of transport performance on the line under study before and during the pandemic. Source: authors, according to[15][16][17][18][19][20] …”

Proposal of methodology for customers relationships establishing in terms of transport services

“…Partner transport management is a concept based on the CPFR with a particular emphasis on transport [36]. Customer Relationship Management (CRM) is a holistic process that integrates all partners in the supply chain to minimize inefficiencies in transport planning and the implementation of the transport process [13,37]. The purpose of using CRM is to improve customer service, reduce costs and increase the efficiency of the transport process by establishing and developing relationships between all its participants (suppliers, recipients, carriers, sub-suppliers, etc.).…”

Application of machine learning methods to analyze customer migration risk in terms of corporate financial security

“…Effective prediction of customer migration is only possible through knowledge of the customer life cycle, which is defined in the literature as a marketing concept that indicates that both the needs and the set of values of customers change at different stages. It consists of the transition of the customer between successive phases of the cycle, accompanied by a change in its relationship with its environment (Hajduk et. al, 2022).…”