Класифікаційні підходи до диференціації показників якості транспортних послуг

Abstract

UA: Матеріали статті містять опис та умови застосування таких показників системи якості транспортної продукції, як показники простої якості, складної якості, а також інтегральної якості. Відзначено, що даний підхід є універсальним, бо може бути застосованим усіма суб’єктами ринку транспортних послуг. Водночас, підхід відкриває горизонти подальших досліджень щодо змістовного обґрунтування, а також аналітичного наповнення приведених показників якості для окремих суб’єктів перевезень на ринку транспортних послуг з метою формування системи оцінювання якості їх послуг.

EN: The issue of quality of services, in particular transport, is traditionally relevant for economics. The materials of the article contain an overview of the works of domestic and foreign scientists and practitioners who have studied the quality of transport services, in particular, systematized the quality of transport services by their characteristics. The study showed that the most common approach is based on the number of factors that affect the quality of rail transport services and the specifics of their consideration. Application of such approach allows to allocate indicators of simple quality, difficult quality, and also integral quality of transport services. Indicators of simple quality take into account the influence of only one factor. Indicators of complex quality take into account the influence of several factors and can not always be calculated in physical units. It is proposed to distinguish the following groups of complex quality of transport services for cargo and passenger transportation, such as time spent on travel from the point of departure to the destination, ease of service, stability and reliability of transport, transportation conditions, ease of use, information, level of service, safety, cargo storage, the possibility of obtaining related services. The integral quality indicator takes into account the influence of groups of factors (indicators of complex quality) with the adjustment of their influence on the generalized quality indicator and is usually defined as a weighted average. It is noted that this approach is universal, because it can be applied by all actors in the transport services market. But, at the same time, it opens horizons for further research on the content, as well as analytical content of these quality indicators for individual transport entities in the market of transport services in order to form a system for assessing the quality of their services.