The Directions to Improve the Efficiency of Service Quality Management of the Railway Transport Enterprises of Ukraine

Abstract

The article identifies directions to improve the efficiency of quality management of services of the railway transport enterprises. It is noted that today the transport sector of Ukraine is going through extremely hard times, caused both by the strengthening of internal contradictions in the development of entities of this sphere and the influence of external negative factors associated with economic and political instability in the country and in the world. In turn, the prospects for the development of railway transport require addressing issues related to the integration of the railway industry of Ukraine into the European transport system and improving the quality of services provided by the associated enterprises. It is determined that the organization of work on quality management at railway transport enterprises involves the development of quality management systems and the adoption of the necessary measures to ensure their effective functioning. In this direction, it is considered necessary to establish and implement the following procedures: development; approval; maintaining and providing all documents and data that belong to the system. It is further noted that the dynamics of profits of railway transport enterprises largely depend not only on the enterprise’s technical and technological capabilities, but also on socioeconomic factors, that is, on the needs and ability of the population to use high-quality transport services. There are five main disagreements and problems that are the causes of consumer dissatisfaction with the services of railway transport enterprises. It is found out that the presence of the above disagreements and problems significantly affects the level of quality management of services of railway transport enterprises. Elimination of discrepancies between expectations and perception of the quality of service provision by consumers is possible only if there is a clear awareness of the problems characteristic of this process at the present stage of integration of the railway industry of Ukraine into the European transport system. It is concluded that it is necessary to improve the efficiency of quality management of services of railway transport enterprises based on the use of modern approaches to careful studying the consumer requests (population demand for transport services) and further improve the consumer qualities of transport services towards achievement of profit, increasing the social significance of railway transportation, and gaining competitive advantages in the future

Keywords

• management
• railway transport enterprises
• quality of services