Abstract:

Service quality of passenger transport services, which are the object of this research, has a complex structure, needs to formalize its structure and revealing of the principles of state evaluation of its compliance with the requirements of social and marketing customers. To solve this problem it is offered to use SERVQUAL methodology, which confirmed its practical adaptability to evaluate the service quality in the field of consumer services. The basis of the proposed approach is the principle of service quality evaluation of urban passenger transport services through the perception of parameters of customer value by providing their compliance with social and marketing requirements of the passengers. The structure and the type of service quality performance of transport services are proposed on the basis of social and marketing criteria and their properties. Service quality evaluation of transport services is realized by providing gap between the levels of its formation by determining the state of compliance of technical proposal with the necessary conditions for the formation of the consumer potential of transport services. It is established that the level of service quality of transport services greatly affects the level of technical proposal, which formed on the basis of its internal resource capabilities and organization of technological processes. Author Biography Володимир Олексійович Вдовиченко, Kharkiv National Automobile and Highway University, Yaroslav Mudry st, 25, Kharkiv, Ukraine. 61002 Candidate of Technical Science, Associate Professor Department of transport technology

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