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A Methodological Approach to Assessing the Level of Quality Management of Services of Railway Transport Enterprises
Krasnokutskyi Y. S.

Krasnokutskyi, Yevgen S. (2024) “A Methodological Approach to Assessing the Level of Quality Management of Services of Railway Transport Enterprises.” Business Inform 1:345–354.
https://doi.org/10.32983/2222-4459-2024-1-345-354

Section: Management and Marketing

UDC 656.2:658

Abstract:
The article develops a methodical approach to assessing the level of quality management of services of railway transport enterprises. It is specified that the introduction of a modern system for managing the quality of services of railway transport enterprises requires the development of methodological approaches to assessing the level of management, taking into account that the main element of this system is the focus on the quality of products and services, the development of new technologies, flexible pricing policy and a high culture of service, taking into account the specific requirements and expectations of consumers. It is emphasized that expert evaluation is based on intuitive and logical analysis under conditions of significant uncertainty of the environment or characteristics of the object under study. It is well-grounded that the comparative analysis of statistical characteristics made it possible to form a matrix of advantages and allocate the most influential indicators in each group of factors: 1) scientific and technical factors – modernization of existing equipment and automation and modernization of production processes; 2) organizational factors – improvement of the system of material and technical provision and the work of linear enterprises; 3) economic factors – increasing the level of investment attractiveness and the level of business activity of railway transport enterprises; 4) social factors – improvement of mechanisms of material incentives for employees and recruitment. A conclusion is made about the level of influence of individual indicators in each group of factors on the level of quality management of services of railway transport enterprises, namely: the sum of ranks, average rank, average value in points, moda and median, range of series, normed assessment. Identification of priorities, according to experts, will allow to form a strategy and directions for improving the efficiency of quality management of services of railway transport enterprises. The obtained normed estimates of each indicator open up the possibilities of economic and mathematical modeling, forecasting changes in the overall level of service quality depending on the change in each indicator. Assessment of the generalized degree of consistency of experts’ opinions according to the calculated concordance coefficients indicates a high level of such consistency.

Keywords: methodological approach, assessment, railway transport enterprises, service quality management.

Tabl.: 11. Formulae: 11. Bibl.: 11.

Krasnokutskyi Yevgen S. – Postgraduate Student, Department of Management and Public Administration, O. M. Beketov National University of Urban Economy in Kharkiv (17 Marshala Bazhanova Str., Kharkіv, 61002, Ukraine)
Email: [email protected]

List of references in article

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Kucheruk, H. Yu. Yakist transportnykh posluh: upravlinnia, rozvytok ta efektyvnist [Quality of Transport Services: Management, Development and Efficiency]. Kyiv: DETUT, 2011.
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Hrupove ekspertne otsiniuvannia ta kompetentnist ekspertiv [Group Expert Evaluation and Competence of Experts]. Odesa: FOP Bondarenko M. O., 2015.
Belov, V., and Chumakov, V. “Nova metodyka kilkisnoi otsinky uzhodzhenosti dumok ekspertiv“ [A New Method of Quantitative Assessment of the Consistency of Experts' Opinions]. Visnyk Kyivskoho natsionalnoho torhovo-ekonomichnoho universytetu, no. 2 (2008): 84-90.
Hrabovetskyi, B. Ye. Metody ekspertnykh otsinok: teoriia, metodolohiia, napriamky vykorystannia [Methods of Expert Evaluations: Theory, Methodology, Directions of Use]. Vinnytsia: VNTU, 2010.
Kulynych, O. I., and Kulynych, R. O. Teoriia statystyky [Theory of Statistics]. Kyiv: Znannia, 2015.

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