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

Please wait, while we are loading the content...

Modeling air passengers’ rescheduling strategies for airport service lines based on an empirical study with the aid of a virtual 3-D computer graphic environment

Cost-of-crowding model for light rail train and platform length

Transportation needs of low income population: a policy analysis for the Washington D.C. metropolitan region

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

Incorporating enhanced service reliability of public transport in cost-benefit analyses

Public Transport : Volume 7

Public Transport : Volume 6

Public Transport : Volume 5

Public Transport : Volume 4

Public Transport : Volume 3

Public Transport : Volume 2

Public Transport : Volume 1

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

Content Provider	Springer Nature Link
Author	Mikhaylov, Andrey Sergeevich Gumenuk, Ivan Sergeevich Mikhaylova, Anna Alekseevna
Copyright Year	2015
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.
Starting Page	125
Ending Page	141
Page Count	17
File Format	PDF
ISSN	1866749X
Journal	Public Transport
Volume Number	8
Issue Number	1
e-ISSN	16137159
Language	English
Publisher	Springer Berlin Heidelberg
Publisher Date	2015-09-15
Publisher Place	Berlin, Heidelberg
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Public transportation in Russia Service quality Kaliningrad region Customer complaint behavior Operation Research/Decision Theory Automotive Engineering Computer-Aided Engineering (CAD, CAE) and Design Transportation
Content Type	Text
Resource Type	Article
Subject	Management Science and Operations Research Information Systems Transportation Mechanical Engineering

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Service quality assessment of public transport and the implication role of demographic characteristics

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

Profiling public transport users through perceptions about public transport providers and satisfaction with the public transport service

Advanced systems in public transport

Data driven improvements in public transport: the Dutch example

Advanced Systems for Public Transport

The role of passenger-centric innovation in the future of public transport

Disruption management for the Viennese public transport provider

Public transport: case studies and applications

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

Similar Documents

Service quality assessment of public transport and the implication role of demographic characteristics

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

Profiling public transport users through perceptions about public transport providers and satisfaction with the public transport service

Advanced systems in public transport

Data driven improvements in public transport: the Dutch example

Advanced Systems for Public Transport

The role of passenger-centric innovation in the future of public transport

Disruption management for the Viennese public transport provider

Public transport: case studies and applications

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