НЕОБХОДИМОСТЬ УЧЕТА СПЕЦИФИКИ ТРАНСПОРТНОЙ УСЛУГИ ДЛЯ ДОСТИЖЕНИЯ УДОВЛЕТВОРЕННОСТИ ПАССАЖИРОВ ЖЕЛЕЗНОДОРОЖНОГО ТРАНСПОРТА
Journal Title: World Science - Year 2018, Vol 6, Issue 4
Abstract
The article highlights the peculiarities of passengers' perception of transportation services. They are generated by the complex nature of transport services. A comparative analysis of the characteristics of goods and services is made, the main differences in services are shown. The specifics and peculiarities of transport services are reflected. It is pointed out that ignoring these features leads to incomplete satisfaction or dissatisfaction of railway passengers. The need to take into account the features of services in passenger rail transport in the work of marketers is proved. The difference between just satisfied and fully satisfied consumers is explained. The relationship between customer satisfaction, loyalty and commitment is shown. According to marketing research, segmentation of railway transport passengers has been performed depending on the degree of satisfaction and commitment. The conclusion is made about the need to monitor and analyze the satisfaction / dissatisfaction of passengers to achieve success in competition.
Authors and Affiliations
Т. С. Мельник
Keywords
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