ГАРМОНІЗАЦІЯ СПОЖИВЧОЇ ЦІННОСТІ ПОСЛУГ ЗАЛІЗНИЧНОГО ТРАНСПОРТУ ПО ЕТАПАХ ОБСЛУГОВУВАННЯ ПАСАЖИРІВ
Journal Title: INTERNATIONAL ACADEMY JOURNAL "Web of Scholar" - Year 2018, Vol 1, Issue 5
Abstract
The article emphasizes that the chain of creation of consumer value of services of transport organizations has specific features and requires active marketing and analytical support at all stages of passenger. For this reason, there is a need to create a balance of the system of consumer values at the stages of providing services. This is especially true and important for long-distance transport passengers with the longest transport service cycle. The article gives a practical example of using the «European Customer Satisfaction Index» method for tracking and evaluating the satisfaction of passengers. The method is bases on the results of marketing research and requires interaction with consumers of services. With a sufficient degree of certainty, this method allows to determine the importance of certain characteristics of services for consumers and assess the level of compliance with the requirements (expectations) of passengers. Such an analysis provides an opportunity to understand the logic of passengers when choosing a purchase option and to form the aggregate value of a proposal balanced in stages of a continuous process of transport services. This will make it possible to secure the passenger more securely for the transport organization, managing his progress from the stage to the next stage of obtaining the service - until complete satisfaction.
Authors and Affiliations
Т. С. Мельник
Keywords
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