Вестник Научно-исследовательского института железнодорожного транспорта (Apr 2016)
Study on influence of transport service parameters on the level of passenger satisfaction on the basis of modeling by methods of ordinal logistic regression
Abstract
On the basis of studying of the existing practice of market researches three main approaches are identified for creation of comparison process of influence of different parameters of transport services for satisfaction of the population in order to define the priority directions of implementation of administrative decisions in the field of growth of service quality: direct receiving priorities from passengers; calculation on the basis of using mechanisms of the correlation and regression analysis by method of the smallest squares; calculation which is based on application of different types of nonparametric methods of statistics. An analysis of the advantages and disadvantages of existing methodological approaches to comparative assessment of the quality of the growth paths of service and services was presented that resulted in the necessity of further development of mechanisms based on the use of nonparametric methodological tools, focused on the construction of convenient predictive models. Methodical and practical approaches to identifying promising areas to improve the quality of public services were proposed and based on the modeling, comparison and visualization of the results of assessment of the impact of different transport service parameters on the overall quality of service by methods of ordinal logistic regression. The approbation and assessment of the effectiveness of the proposed methodological approaches was performed on an array of marketing data about the demand of railway passengers for cases when the use of regression analysis of least squares method was ineffective. As a result, it is proposed to use an integrated mechanism of studying the effect of different service options at the level of passenger satisfaction, which includes a set of parametric and nonparametric statistical methods, and aimed at obtaining the maximum of objective information necessary for management decision-making in the field of quality growth of transport service.
