Model of Assessing the Quality Indicators of the Service Process in Transport

Abstract

The article analyzes the methods for assessing the quality indicators of the service process in transport. A model for assessing the quality indicators of transport services is proposed on the basis of this analysis. The model is based on queuing theory.

The proposed method for determining the optimal values of service quality indicators takes into account, on the one hand, the interests of the company, on the other hand, the interests of service users. The results obtained make it possible to choose an indicator of the quality of passenger service and its normalized value in railway transport.