THE SERVICE QUALITY ASSURANCE IN A TRANSPORT COMPANY
Journal Title: VADYBA - Year 2017, Vol 31, Issue 2
Abstract
which is based on interaction of the service provider and a consumer. Under conditions of strong competition, transport companies must set high requirements not only for the quality and quantity of the service, but first of all to focus on immediate participants of the work process – the service providers and consumers – and their interaction. The service quality assurance depends on frequency of interaction between the service provider and a consumer, since an interaction on a regular basis between two participants in the market strengthens their mutual relationships. Service companies and consumers interact by collaborating with each other; this process strengthens their relationships and ensures that proper decisions are made in terms of the service quality assurance. In doing so, attraction of new consumers as well as building good relationships between consumers and the company may be enhanced while striving to achieve the goals of both the consumers and the service company. The obtained findings of the research are intended to show how to assure high quality of the services provided by a transport company, their effective management and safety of the service consumers. The conducted qualitative research (51 respondents) in the analysed transport company showed that according to the respondents’ opinion, there is a 23,1% share of persistently repeated mistakes during provision of the services in the company. The major reasons for repeated mistakes are lack of training (33%), insufficient motivation of the staff (33%) and lack of information (22%) on the quality of the provided service. While a guarantee of the service quality (43%) is one of the key dimensions ensuring the quality of the services. It is recommended that every transport company should implement its own individual system of the service quality assurance, which would reflect the specific aspects of the provided services. When developing the above mentioned system, particular focus should be made on training and motivation of the staff as well as publicising information on the quality of the provided service.
Authors and Affiliations
Jurgita Martinkienė, Algirdas Giedraitis
Keywords
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