THE QUALITY OF RAILWAY TRANSPORTATION SERVICES: A COUNTRY COMPARISON
Journal Title: MANAGERIAL CHALLENGES OF THE CONTEMPORARY SOCIETY - Year 2016, Vol 9, Issue 1
Abstract
Services play an important role in most nations, having a substantial contribution to the GDP, the creation of jobs and provision of public services as well as a significant influence on the development of a nation. There are services that are essential and without which a society cannot progress such as infrastructure, transportation and telecommunication services, due to the fact that they represent fundamental links between all sectors of an economy. Given the importance of the service sector, during the past few decades, the concept of service quality captured the attention of both researchers and practitioners because of its essential role in customer satisfaction and thus the profitability of the service organizations. This paper has two main objectives. First of all, we analyzed, from a macroeconomic perspective, the evolution of the service sector in Romania in comparison with other two EU member countries: Bulgaria, which according to the World Bank is included in the same income group as Romania – upper middle income group and France a developed economy which is included in the upper income group. The second objective is to conduct a comparative analysis regarding the quality of the railway transportation services in the three countries in order to identify the areas of concern that need improvement in the railway transportation services offered to the Romanian consumers.
Authors and Affiliations
CORINA GAVREA, ROXANA STEGEREAN, OANA BORZA
Keywords
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