The quality of air transport services in function of improving the total quality of tourism offer

1997 ◽  
Vol 3 (2) ◽  
pp. 381-392
Author(s):  
Darko Prebežac
Keyword(s):  
Traffic Control ◽  
Air Transport ◽  
Tourist Industry ◽  
Total Quality ◽  
Transport Service ◽  
Quality Estimation ◽  
Service Demand ◽  
Price Pressure ◽  
Transport Services

Growing rivalry among competitive airlines in the air travel market, appearance of new competitors which of course have been located in the profitable parts of the market, changes in the behaviour of potential passengers, insufficient and therefore high-priced airport and air traffic control infrastructure, as well as the increased competition of the alternatives to the air transport such as telecommunications media and super-last trains, characterise the present competition in the air transport market. Significant changes in behaviour of potential users of airline services have appeared on the side of air transport service demand, and the airlines themselves have less and less influence on distributions channels. The result of it are the increasing price-pressure and considerable decrease of passengers loyalty. Due to the increase of travel intensity passengers have become more experienced and critical in quality estimation of offered service as well as in checking whether the price of service corresponds to its quality. This has forced airlines to adapt permanently to new and more demanding passenger requirements. Those airlines which are not able to follow cost decreasing trend are obliged to improve their own competitive position looking for the reserve in other business fields. This is the only way of surviving in their fight for passengers. Therefore, the quality of air transport service plays an increasing role in the development of their competition capability. Since tourism offer consists of different kind of products and services, air transport service being one of them, it is of utmost importance that all of them meet to a maximum degree with passengers quality requirements, hi such manner passengers will get an impression that it is a question of an unbroken chain making a total quality concept of services they have expected, companies will capitalise money and time they have spent in developing service quality and improving their own productivity, and tourist industry will be able to respond to the most recent market challenges in a more adequate way.

scholarly journals A Proposal of Measures Towards a Qualitative Enhancement of Bus Transport Services in the Primorsko-goranska County

Pomorstvo ◽  
2018 ◽  
Vol 32 (1) ◽  
pp. 50-58
Author(s):  
Siniša Vilke ◽  
Tomislav Krljan ◽  
Borna Debelić
Keyword(s):  
Qualitative Data ◽  
Current Situation ◽  
Passenger Transport ◽  
Transport Service ◽  
The Public ◽  
Transport Services ◽  
Passenger Flows ◽  
Bus Transport ◽  
Density Rate

The survey, which consisted of counting, polling and recording, has provided data on the existing volume of passenger flows in public bus stations/terminals within the Primorsko-goranska (Littoral-Mountainous) County (hereinafter: the PG County), the density rate of passengers on bus lines that operate on County connections and on bus lines connecting the PG County with other counties in Croatia. In addition to the quantitative parameters, the qualitative data were analyzed that had been obtained by polling passengers at the Rijeka bus terminal, whereupon detailed opinions of direct users of the service were elaborated with the aim of obtaining a picture of the current situation of the public bus transport in the PG County. The data collected were used in evaluating the quality of the passenger transport service provided and in determining measures to be taken in order to bring both the actual quality of transport and the satisfaction of passengers to a higher level.

scholarly journals INDICATORS OF SERVICE QUALITY OF PUBLIC TRANSPORT / VIEŠOJO TRANSPORTO PASLAUGŲ KOKYBĖS RODIKLIAI

2018 ◽  
Vol 10 (0) ◽  
pp. 1-7
Author(s):  
Vaida Vabuolytė ◽  
Rasa Ušpalytė-Vitkūnienė
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Evaluation Process ◽  
Transport Service ◽  
Service Network ◽  
Service Demand ◽  
Wide Range ◽  
The City ◽  
Public Transport Service

This article presents the findings in the field of public transport planning, routes network optimization and service demand affecting indicators as well as analysis of public transport indicators in Klaipėda City. It investigates a wide range of approaches to the evaluation process of service quality of public transport proposed by scientists and these field practitioners and defines the most significant indicators. The article encourages discussions for further research of defined indicators of public transport service and proposes its ranking from the most significant one. Findings are suggested being used for policymakers, planners or other researchers as the base for the evaluation of public transport service network in cities, also to evaluate the quality and compare the results among transport districts within the city limits. By knowing the core of the problem of the network of public transport service, it is possible to plan the changes and improve the service quality, therefore, ridership of the system. Santrauka Šiame straipsnyje pristatyti viešojo transporto planavimui, maršrutų tinklo optimizavimui bei šios paslaugos poreikiui įtakos turintys veiksniai (rodikliai) ir taip pat viešojo transporto veiksnių (rodiklių) analizė Klaipėdos mieste. Jame nagrinėtas įvairių mokslininkų ir šios srities specialistų požiūris į viešojo transporto paslaugų kokybės vertinimą ir išskirti svarbiausi rodikliai. Straipsnyje skatinama diskusija dėl tolesnio viešojo transporto rodiklių tyrimo ir siūloma juos įvertinti pagal svarbumą. Siūloma, kad politikos formuotojai, planuotojai ar kiti tyrėjai rodiklius taikytų kaip pagrindą viešojo transporto paslaugų tinklui vertinti miestuose, taip pat įvertintų tinklo kokybę ir palygintų rezultatus tarp miesto transportinių rajonų. Nustačius viešojo transporto tinklo problemas, galima planuoti pokyčius ir pagerinti paslaugų kokybę, kartu padidinant sistemos naudojimą.

scholarly journals An empirical assessment of willingness to accept “low-cost” air transport services: Evidence from the Middle East

2019 ◽  
Vol 10 (18) ◽  
pp. 79-103
Author(s):  
Sanaz Vatankhah ◽  
Mansour Zarra-Nezhad ◽  
Ghanbar Amirnejad
Keyword(s):  
Travel Behavior ◽  
Low Cost ◽  
Developed Countries ◽  
Air Transport ◽  
Willingness To Accept ◽  
Transport Service ◽  
Factors Affecting ◽  
Body Of Knowledge ◽  
Transport Services ◽  
Food And Beverage

Despite the rapid growth of low-cost airlines in the U.S. and Europe, yet little is known about the feasibility of such services in developing and less developed countries. In such a region, hence, the purpose of this study is to investigate passengers’ preferences and willingness to accept low-cost air transport services. Accordingly, a choice experiment was applied to examine passenger choices associated with a bundle of service attributes applicable to low-cost air transport service. Results of multinomial logit models defined fare, frequent flyer program, food and beverage services, ground services, flexibility, frequency and punctuality as determining factors affecting passengers’ air transport choice in Iran. Results further demonstrated that passengers’ preferences and their willingness to accept low-cost air transport service are associated with their socio-economic characteristics and travel behavior. This study contributes to the relative body of knowledge through offering willingness to accept calculation as a strategic tool to assess the feasibility of low-cost air transport provision in a region where such services are yet scarce.

Evaluation of the Quality of Motor Transport Services

2021 ◽  
pp. 264-272
Author(s):  
Olena Khachaturyan ◽  
◽  
Serhiy Khachaturyan ◽  
Keyword(s):  
Quality Assessment ◽  
Service Providers ◽  
Road Transport ◽  
Transport Service ◽  
Motor Transport ◽  
Transport Services ◽  
Leading Position ◽  
Perception Of Quality ◽  
High Level

Recently, the sphere of providing motor transport services has become more and more widespread and developed. The number of enterprises and sole proprietors in the market of motor transport services is constantly increasing. At the same time, the level of competition between motor transport service providers is growing, which makes it necessary to improve the quality of motor transport services. After all, a high level of quality allows us to occupy a leading position in this sector of the economy. There is an urgent need to assess the quality of motor services, and it is important to assess their quality from the standpoint of consumers of these services. Distinctive features of methodical bases of carrying out quality assessment at the enterprises of motor transport are defined. In the course of research both group, and individual indicators of quality assessment are established. Quality assessment is the result of the course of perception of quality, which is formed in the process of providing services to the user and is accompanied by a specific assessment of the quantitative degree of compliance of the received service with his expectations. Analysis of existing indicators revealed assessment of service quality. The stages of quality assessment, consistent provision of their implementation and the main basic provisions are determined, based on which a set of methodological approaches to assessing the quality of road transport services can be improved. The levels of evaluation of motor transport services and their content are established. An approach to assessing the quality of road transport service and the implementation of the course of providing services to users, which is based on its identified values in three stages: standardized, consolidated and expanded. The signs of the quality of the course of providing services to users on the basis of "points of conflict" with them are substantiated by two classes of signs: "effective" and "instrumental".

scholarly journals 25 years of the Municipal Transportation Board in Gdynia

2017 ◽  
Vol 18 (10) ◽  
pp. 22-28
Author(s):  
Olgierd Wyszomirski
Keyword(s):  
Quality Of Service ◽  
Customer Service ◽  
Public Transport ◽  
Marketing Research ◽  
Urban Transport ◽  
Transport Service ◽  
Transport Services ◽  
Future Challenges ◽  
Set Up

Twenty five years ago, the Municipal Transportation Board in Gdynia (ZKM) was launched. As part of the process of changes in the transport service of Gdynia and neighboring municipalities, a unit was created to organize public transport. A specialized urban transport organizer has been set up to improve the quality of public transport services. During the 25 years of operation of ZKM, the level of quality of service has been improved significantly, adjusting the transport offer to the demand and transportation preferences of inhabitants, learned through systematic representative marketing research. Trolleybus transport has been modernized, thanks to trolleybuses having an energy storage tank. Transport services within the network of ZKM are carried out by operators owned by the City of Gdynia and competing private entities. Before ZKM there are challenges related to the constantly increasing expectations of the inhabitants in terms of quality of service and the changing conditions of their service in the situation of strong development of motorization and implementation of the policy of sustainable urban transport development. The article presents the tasks and scope of activities of ZKM, bus, midibus, microbus and trolleybus transport organized by ZKM, operators contracted by ZKM, supervision and regulation of traffic in the transport network of ZKM, transport service of mass events by ZKM, marketing research conducted by ZKM, customer service by ZKM, quality evaluation of ZKM services and future challenges standing ahead of this unit.

scholarly journals SOLUTIONS FOR IMPROVING THE PARTNERSHIP BETWEEN AIRPORT AND AIRLINE COMPANIES

2020 ◽  
Vol 18 (2) ◽  
pp. 247-264
Author(s):  
Živilė Tunčikienė ◽  
Romanas Katinas
Keyword(s):  
Comparative Analysis ◽  
Common Factors ◽  
Air Transport ◽  
Quality Improvements ◽  
Universal System ◽  
Transport Services ◽  
Multi Criteria Evaluation ◽  
Effective Partnership ◽  
Practical Implications

Purpose – For every country’s economy, air transport is strategically and vitally important. For improving the quality of air transport services provision, partnerships between airports and airlines need to be encouraged more. The application of partnerships leads to quality improvements of services provided by companies and raises the efficiency of used practices. A number of the factors, which determine the effective partnership between organisations operating in the aviation sector, is examined on the basis of specialised literature. The study addresses the question of how organisations interact with each other and what factors determine the need for partnership. Having identified common factors in the organisation’s operational interface and the need for it in the aviation sector and having analysed the practical examples of partnerships, the ways to enhance these factors are explored in order to achieve effective partnerships between airports and airlines. Research methodology – consists of comparative analysis, methods of logical analysis and abstraction, multi-criteria evaluation. Findings – The solution to the problem is expressed by identifying the factors of an effective partnership between the airports and the airlines and selecting the criteria for the assessment of the favourable effects of airport cooperation activities, and their hierarchical schemes from the positions of the airlines. Practical implications – Using multi-criteria assessment methods is easy to construct matrices of initial estimates, calculate final estimates and thus decide which airport is the most appropriate partner for an airline or vice versa.Originality/Value – A unique and, at the same time, a universal system of criteria, the application of which provides the preconditions for the development of the partnership, is created. Research limitations – The availability of data is limited to determine the reasonable values of the partnership criteria.

scholarly journals Quality of Transport Service in Intercity Road Passenger Transport: A Literature Review

2020 ◽  
pp. 18-28
Author(s):  
Tomislav Bubalo ◽  
◽  
Marijan Rajsman
Keyword(s):  
Quality Management ◽  
Road Transport ◽  
Passenger Transport ◽  
Transport Service ◽  
The Public ◽  
The Road ◽  
Public Road ◽  
Transport Services ◽  
Business Excellence

Achieving an adequate level of quality of transport services is a prerequisite for providing transport services. Certain level of quality of transport services is essential for the operation of intercity road passenger transport due to the increasingly competitive competitiveness of road transport companies in the transport services market. The topic of this research is also based on the presented topic, primarily through a comprehensive and systematic presentation of the current scientific knowledge in the area of quality management in road passenger transport. The structure of the public road transport system and the quality of transport services are described. The paper presents the quality of transport services as the basis of business excellence of road transport companies. Various models of quality management of transport services are described, as well as methods of assessing the quality of transport services in road passenger transport. The review is displayed of the current scientific research on the elements of quality of transport services in road passenger transport. The purpose of the research is to improve the methodology for assessing the quality of transport services with the aim of optimizing business and competitiveness of the road transport company.

scholarly journals Main Determinants of Shaping the Quality of Air Transport Services

2019 ◽  
Vol XXII (Issue 3) ◽  
pp. 168-185
Author(s):  
Joanna Hawlena ◽  
Anna Mazurek-Kusiak ◽  
Agata Kobyłka
Keyword(s):  
Air Transport ◽  
Transport Services ◽  
Main Determinants

scholarly journals Development of the House of Quality for Rail Transportation Market

2020 ◽  
Vol 18 (2) ◽  
pp. 136-157
Author(s):  
I. M. Lavrov
Keyword(s):  
Quality Management ◽  
Rail Transportation ◽  
House Of Quality ◽  
Total Quality ◽  
Multiple Factor Analysis ◽  
Transportation Services ◽  
Customer Preferences ◽  
Transport Services ◽  
Model Matrix

The article discusses the features and application of the technology of deployment of quality functions. The objective of the article is to present an efficient methodology allowing transport companies to make management decisions in the field of improving the quality of transport services provided to cargo owners. The technique was developed based on the House of Quality model (matrix) in the framework of the Total Quality Management (TQM) concept. Using logical, graphic, factorial, comparative, balance methods and considered technology the article describes in detail the structure and the procedure for constructing the House of Quality matrix within the process of analysis of rail transportation companies and focusing on the features and criteria of customer preferences in the field of rail freight transportation. Actual examples were used to show particularities of provision of rail transportation services. The developed technique and recommendations may be useful for transport companies to proceed with multiple factor analysis if their activity in the field of quality management, to assess efficacy and identify priorities while making decisions aimed at increasing quality of transportation services.

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