Client-oriented approach in assessing quality of transport services for private clients
The article examines the problem of the quality of service for private clients in the transportation of groupage cargo. The research is conducted from the perspective of a private client-oriented approach. The author proposes an assessment technique. It is based on a system of quality criteria. T...
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| Main Author: | |
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| Format: | Article |
| Language: | English |
| Published: |
Omsk State Technical University, Federal State Autonomous Educational Institution of Higher Education
2022-03-01
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| Series: | Омский научный вестник: Серия "Общество. История. Современность" |
| Subjects: | |
| Online Access: | https://www.omgtu.ru/general_information/media_omgtu/journal_of_omsk_research_journal/files/arhiv/2022/%D0%A2.%207,%20%E2%84%96%201%20(%D0%9E%D0%98%D0%A1)/132-137%20%D0%AE%D1%81%D1%83%D0%BF%D0%BE%D0%B2%D0%B0%20%D0%9E.%20%D0%90..pdf |
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| Summary: | The article examines the problem of the quality of service for private clients in the
transportation of groupage cargo. The research is conducted from the perspective
of a private client-oriented approach. The author proposes an assessment technique.
It is based on a system of quality criteria. They are formed taking into account the
specifics of the work of the transport company with individual consignors. The
technique has been tested on the example of the Russian Railways-Express service
of the Russian Railways JSC. Based on the results of the study, the strengths and
weaknesses of transport services to customers are identified, recommendations are
formulated to improve its quality. |
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| ISSN: | 2542-0488 2541-7983 |