Удосконалення роботи сервісних центрів на залізничних вокзалах при обслуговуванні пасажиропотоку

Abstract

UA: Дослідження базується на вивченні особливостей і специфіки функціонування станційних сервісних центрів, розробки нових технологій обслуговування пасажирів. Визначено попит та перелік послуг, що надають сервіс-центри. Встановлено найбільш значимі послуги за критеріями класифікації, а саме дохід від надання послуги та потрібність, за кількістю звернень. Розроблено модель, що враховує нові додаткові послуги при організації пасажирських перевезень, які за результатами дослідження користуються попитом серед клієнтів залізничного транспорту.

EN: In the near future, the Ministry of Economic Development forecasts a moderate increase in the provision of transportation services, given the increase in passenger traffic and correspondingly the volume of services that are provided to passengers. The reform and development of rail transport in the provision of services will increase the passenger traffic of the railway by 5%. The study is based on the study of the features and specific features of the operation of the station service centers, the development of new technologies for passenger service. The demand and the list of services provided by service centers have been determined. The most significant services were identified according to the classification criteria, namely the income from the provision of services and the need for the number of calls. A model has been developed that takes into account new additional services in the organization of passenger transportation, which, according to the results of the research, are in demand among customers. In this paper, ABC and XYZ analysis methods are used to study and rank a variety of services. During the modeling, the passenger traffic was used at the statistical level, considering how many passengers are interested in this or that service. Analysis of services provided by rail transport, identified shortcomings in passenger service technology. Considering the prospects of integration of the Ukrainian railways into the European transport network, the current task will be to eliminate the shortcomings in the provision of services to railway users. Ranking of the list of services by criteria of classification the importance and profitableness allows to exclude refusals in service system.