GUIDELINES FOR RESTORING CONSUMER TRUST IN THE SERVICES PROVIDED BY THE PUBLIC TRANSPORT IN THE CITY OF SOFIA AFTER THE COVID-19 PANDEMIC AND INCREASING ITS SOCIAL EFFECTIVENESS

Abstract

After cities overcame the peaks of the COVID-19 morbidity, they encountered the negative consequences of the crisis which the transport sector was particularly affected by. The adopted measures and the implemented restrictions initiated the need for enterprises working in the field of public transport to adopt adequate management approaches for solving issues related to its normal functioning. The issue of restoring passengers' trust by providing secure and quality services is on the agenda. The present paper proposes guidelines for restoring consumers' trust and increasing its social effectiveness on the basis of the conducted analysis of the dynamics of the public transport in the city of Sofia for the 2019-2021 period.

Keywords

• covid-19
• public transport
• consumers' trust
• social effectiveness