The Theoretical Concept of Quality Management of Railway Transport Services on the Principles of Social Responsibility

Abstract

The article found that currently there is a change of priorities in the formation of economic relations, which puts forward new requirements to ensure the quality of products and services, in particular in the light of the actualization of the principles of social responsibility in the global business space. It is emphasized that among the strategic initiatives for the development of railway transport, the priority is to provide quality and affordable transport and logistics services, taking into account the principles of social and environmental responsibility. It is noted that now the quality of rail transport services remains at a fairly low level, which leads to a decrease in customer loyalty and the transition of consumers to other business entities of the transport and logistics services market. This has determined the need to improve the existing approach to the management of the quality of rail transport services through the use of best practices in the implementation of the principles of social responsibility, which will improve the quality parameters of transport and logistics services and achieve a number of other competitive advantages. The existing approaches to the interpretation of the concept of quality management of products and services are considered. Based on the study of theoretical developments in the field of quality management revealed features of quality management of transport and logistics services on the principles of social responsibility. The theoretical concept of quality management of railway transport services is formed, which provides for the implementation of the concept of social responsibility in the activities of rail transport through the use of effective quality management tools. Noted that practical use of the obtained results will allow to improve the quality of railway transport services, to create a positive image of the railway company and to increase customer loyalty, to ensure the maximum satisfaction of demand for services of railway transport, to promote the strengthening of informal ties and trust between business partners

Keywords

• railway transport
• quality management
• social responsibility
• micro-level and macro-level threats
• theoretical concept of quality management of railway transport services