Russian public transport system: the customers’ feedback on the service provision

Abstract

A considerable demand on gaining an inside knowledge on customers' perceptions of the service quality and subsequent complaint behavior in case of failure has defined the aim of this research paper. In this paper we analyse the pattern of customer complaint behavior in a widely used and widespread type of service-public transportation. Given the fact that the city of Kaliningrad is about to undergo a series of extensive qualitative improvements, driven by the federal investments allocated for major sporting and cultural events, this empirical research will have a considerable practical value. Research results suggest that customers tend to set the quality bar for the public transportation based on the personal best service performance experienced, generally received in large touristic centres and capital cities in Europe, hence inadvertently placing the provincial city of Kaliningrad at a disadvantage. There are three types of causes for the negative critical incidents identified, largely affecting the subsequent reaction of a dissatisfied customer. The passenger's intention to engage in complaint behavior is greatly influenced by the amount of effort required, the costs associated with filing a complaint, and a perceived probability of 'success'. Though, a considerable discrepancy is found between the probable reaction of a respondent and the actual steps taken in case of a real incident. A negative word-of-mouth remains one of the widely used modes of complaint behavior, whereas employees resist customers' complaints, since complaints are perceived as personal insult.

Anteseden Behavioral Intentions Pada Pengguna Jasa Transportasi Bus Tarif Premium

“…Hasil penelitian Sumaedi, Mahatma, Bakti, & Yarmen (2012), Lierop & El-geneidy (2016), dan Yarmen & Sumaedi (2016) menunjukkan bahwa kualitas pelayanan mempunyai pengaruh terhadap minat penggunaan penumpang terhadap transportasi umum. Apabila service quality yang dirasakan konsumen jelek, maka akan mempengaruhi perilaku konsumen yang menimbulkan komplain sehingga berpengaruh terhadap behavior intentions (Mikhaylov, Gumenuk, & Mikhaylova, 2016). Berdasarkan berbagai hasil penelitian di atas, maka dibentuk hipotesa sebagai berikut: H1: Service quality mempunyai pengaruh positif terhadap behavioral intentions pada transportasi bus tarif premium.…”

Bus service quality prediction and attribute ranking: a neural network approach

“…Dell'Olio et al ( 2011) used a multinomial logit model to study the SQ as desired by the users. Using five attributes constituting of 29 bus quality indicators, Mahmoud et al (2012) derived user preferences by applying Analytical Hierarchy Process (AHP). It was found that different categories of users have different preferences towards bus service, and the study suggested putting more emphasis on analyzing the differential needs of each category to increase bus transit ridership.…”

Asssurance of the competitiveness of metropolis railway station complexes based on the assessment of the demand for retail services

“…Рассматривая железнодорожные вокзалы как современные многофункциональные комплексы, где реализуется широкий ассортимент товаров и предоставляется необходимый пакет основных и дополнительных услуг прибывающим, отправляющимся и транзитным пассажирам, в том числе при пересадке между железнодорожным и другими видами транспорта, важно отметить назревшую острую необходимость их адаптации к новым требованиям потребителей и рынка [Mikhaylov, Gumenuk, Mikhaylova, 2016]. В современных условиях организации пассажирских перевозок одной из основных задач становится повышение эффективности функционирования вокзальных комплексов.…”