Управленец

2218-5003

2686-7923

10.29141/2218-5003-2025-16-1-4

https://elibrary.ru/item.asp?id=80429155

Пользовательский подход к оценке качества обслуживания городским пассажирским транспортом

A user-based approach to urban passenger transport service quality measurement

Старшов

Е. Д.

Старшов

Е. Д.

Starshov

E. D.

e.starshov@gsom.spbu.ruИванов

А. Е.

Иванов

А. Е.

Ivanov

A. E.

ivanov@gsom.spbu.ruГолубева

А. А.

Голубева

А. А.

Golubeva

A. A.

golubeva@gsom.spbu.ru

Graduate School of Management, Saint Petersburg State UniversityВысшая школа менеджмента Санкт-Петербургского государственного университета

Centre for Econometrics and Business Analytics, Saint Petersburg State UniversityЦентр эконометрики и бизнес-аналитики Санкт-Петербургского государственного университета

12032025

16148601508202416122024

CC BY-NC 4.0

E.D. Starshov, A.E. Ivanov, A.A. Golubeva

Е.Д. Старшов, А.Е. Иванов, А.А. Голубева

В последнее десятилетие во многих городах России произошли значительные изменения в системе городского пассажирского транспорта (ГПТ), направленные на улучшение качества обслуживания и повышение привлекательности общественного транспорта. Статья посвящена разработке и апробации нового пользовательского подхода к оценке качества транспортного обслуживания в области ГПТ. Методологическая база представлена клиентоцентричным подходом к оценке качества обслуживания, заимствованным из маркетинга. В работе использовались качественные и количественные методы исследования. Данные были собраны в мае 2024 г. в рамках трех фокус-групп (21 участник) и онлайн-опроса (398 респондентов). В отличие от большинства трудов по данной тематике статья акцентирует внимание на субъективных предпочтениях пользователей: 24 атрибута качества обслуживания выявляются посредством фокус-групп, а их важность и уровень удовлетворенности оцениваются с помощью опроса. Применение субъективных характеристик позволяет разработать индекс качества транспортного обслуживания для ГПТ, который может быть использован для лонгитюдного анализа и компаративных исследований. Апробация предложенного подхода на примере транспортной системы г. Санкт-Петербурга показала, что приоритетными направлениями развития являются снижение времени и улучшение условий ожидания транспорта на остановке, повышение предсказуемости времени прибытия в пункт назначения с использованием ГПТ, увеличение безопасности дорожного движения, улучшение простоты пересадок и плавности хода подвижного состава. Исследование вносит вклад в понимание качества транспортного обслуживания и представляет инструмент для его измерения, который может быть полезен в процессе принятия решений о дальнейших направлениях развития городской транспортной системы.

Within the previous decade, many cities in Russia have introduced major changes in urban passenger transportation (UPT) systems with the aim to increase service quality and make public transport more attractive. The paper develops and tests a new user-oriented approach to UPT service quality measurement. The study is based on user-oriented approaches on service quality borrowed from the marketing field. The proposed approach combines qualitative and quantitative research methods. The data for analysis were collected in May 2024 through three focus groups (21 participants) and an online survey (398 respondents). Contrary to the bulk of literature on this issue, the current study focuses on subjective preferences of the users, where 24 service quality attributes are elicited through the focus groups while their importance and individual levels of satisfaction are measured through the survey. The use of subjective characteristics allows developing a UPT service quality index that can be utilised for longitudinal analysis and comparative studies. Testing of the proposed approach for the transport system of Saint Petersburg (Russia) showed that prioritised development areas for the UPT service quality increase are waiting time and conditions, traffic safety, predictability, transfer conditions, and ride smoothness. The study contributes to the understanding and measurement of UPT service quality and provides a tool for effective decision-making in urban transport system development.

городское развитиекачество транспортного обслуживанияоценка качествамнение пользователейгородской пассажирский транспортобщественный транспорт

public transportationquality measurementsubjective preferencesurban developmenturban passenger transporttransport service quality

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