THEORETICAL ASPECTS OF STRATEGIC APPROACHES TO QUALITY MANAGEMENT OF THE PASSENGER TRAFFIC ON THE ROAD TRANSPORT ENTERPRISES
Journal Title: Проблеми і перспективи розвитку підприємництва - Year 2013, Vol 1, Issue 5
Abstract
The objective of this article is theoretical ground for rendering the concept of «passenger transportation service quality», as a social and economic category, that respects and connects interests of a specific enterprise, an individual and society in general and determines the specific nature of such service and to develop the methodological approaches to quality control by activation of strategic aspects of administration. One of the features of this article is the significant complexity of determination of passen-ger transportation service features complex, its condition and dynamics of development, that to the full-est extent possible meets the requirements of consumers of these services and establishes competitive advantages as of consumer loyalty exactly to specific enterprise products – transport operator. That's why while solving the problem of passenger transportation service competitive quality such feature as signifi-cant dynamics of requirements for transportation service content and constituent level of this service should be taken into consideration. Passenger transportation service specific character, that is service features (characteristics), that estab-lishes their quality, and also social and economic quality aspects of such services let to propose a new rendering of the concept of passenger transportation service quality, that has applicable nature and de-termines service features. The concept of «automobile passenger transportation service quality», that takes into consideration the specific features of such services and establishes the activation necessity of strategic approaches to qual-ity control of such services, is substantiated in this article. Practical importance of the obtained results lies in the fact, that their realization will let the passenger traffic enterprises to determine automobile trans-portation service quality as an object of control, to find the solution in terms of passenger transportation service control and quality assurance; to raise the organizational level of work on passenger service qual-ity improvement.
Authors and Affiliations
Vladimir Dmitriyev, Anatoliy Babich
Keywords
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