The teoretical and analyticalsubstantiation of the factors affecting the level of service quality management of railway transport enterprises
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Дата
2023
Науковий керівник
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Видавець
Financial and credit activity: problems of theory and practice
Анотація
The purpose of the study: theoretical and analytical substantiation of factors affecting
the level of quality management of services of railway transport enterprises in Ukraine.
The article analyzes the main scientific works of domestic and foreign scientists regarding
the determination of the factors affecting the level of service quality management
of enterprises, including railway transport enterprises. This is especially acute during
the period of hostilities taking place on the territory of Ukraine. Thus, during the period
of hostilities, the number of transportation services increased, especially due to the
evacuation of the population and free travel. That is why the development of the potential
of transport enterprises, including railway ones, is of crucial importance. The
dynamics of changes in the transportation of passengers and cargo by modes of
transport are presented in the paper with railway transport as a priority. The category
of concepts " product quality" and "quality of services" has been analyzed.
The internal (production, socio-psychological, human, organizational) and external (political,
economic, social, technological, ecological, cultural, medical-biological) factors
that affect the quality of services have been singled out, as well as the factor that affects
the level of service quality management of railway transport enterprises, which, according
to the authors, includes: reliability, safety, sensitivity, competence, accessibility, sociability,
understanding, materiality, as physical parameters of the service, trust, courtesy.
An integral indicator of the quality management level of railway transport enterprises
is proposed. It has been found that in the future the construction of an integral
indicator of the level of service quality management of railway transport enterprises and
the determination of its forecast values may form the basis of the development of the
state regional development strategy and separately be important for the development
plans of railway transport enterprises.
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Бібліографічний опис
The teoretical and analyticalsubstantiation of the factors affecting the level of service quality management of railway transport enterprises / Kondratenko Nataliia, Ternova Iryna, Schevchenko Viktoriia, Chuprina Marharyta, Shved Alina // ФИНАНСОВО-КРЕДИТНАЯ ДЕЯТЕЛЬНОСТЬ: ПРОБЛЕМЫ ТЕОРИИ И ПРАКТИКИ. - 2023. - Том (2) 49. - C. 113-122.