Dynamic Model Conception of Improving Services Quality in Railway Transport

This article describes the results of research focused on quality of railway freight transport services. Improvement of these services has a crucial importance in customer considering on the future use of railway transport. Processes filling the customer demands and output quality assessment were defined as a part of the research. In this contribution is introduced the map of quality planning and the algorithm of applied methodology. It characterizes a model which takes into account characters of transportation with linking a perception services quality in ordinary and extraordinary operation. Despite the fact that rail freight transport has its solid position in the transport market, lots of carriers worldwide have been experiencing a stagnation for a couple of years. Therefore, specific results of the research have a significant importance and belong to numerous initiatives aimed to develop and support railway transport not only by creating a single railway area or reducing noise but also by promoting railway services. This contribution is focused also on the application of dynamic quality models which represent an innovative method of evaluation quality services. Through this conception, time factor, expected, and perceived quality in each moment of the transportation process can be taken into account.

Authors:

• Eva Nedeliakova
• Jaroslav Masek
• Juraj Camaj

Keywords:

• Quality
• railway
• transport
• service.

References:

[1] A. Dolinayova, J. Camaj, M. Loch, “The Effects of Logistical Centers
Realization on Society and Economy”, World Academy of Science,
Engineering and Technology, International Science Index, Economics
and Management Engineering, 1(4), 2014, p. 2613-2617.
[2] D. Hrašková, V. Bartošová, “Critical factors of Managing Change in the
transport company,” in Economics - Management Spectrum: scientific
journal of Faculty of Operation and Economics of Transport and
Communications, 7th ed. vol. 2, University of Žilina in Žilina, 2013,
pp.51-55.
[3] E. Nedeliaková, A. Dolinayová, I. Nedeliak, “Methods of evaluation of
the transportation services quality”, University of Žilina in Žilina, EDIS,
2013.
[4] I. Kubasáková, M. Šulgan, “Modern logistic system – effective customer
response (ECR)” in Transport and communications, University of Žilina
in Žilina, 2005, pp. 5-10.
[5] J. Camaj, A. Dolinayova, J. Lalinska, M. Bariak, “The Technological
Problem of Simulation of the Logistics Center”, World Academy of
Science, Engineering and Technology, International Science Index,
Economics and Management Engineering, 1(4), 2014, p. 2618-2622.
[6] J. Camaj, J. Lalinska, J.Masek, “Simulations of continental logistics
center from the perspecive of gechnlogist” in ICIMSA 2014
International Conference on Industrial Engineering, Management
Science and Applications 2014. Proceeding book of conference. Beijing:
IEEE, 2014, p. 305-308.
[7] J. Majerčák, I. Nedeliak, “Practical experiences with modeling of IT
systems and business processes,” in 6th Forum of rail transport,
Bratislava, 2010, pp. 81-84.
[8] J. Sekulová, I. Nedeliak, “Utilization of GAP model in providing of
services in the railway freight transport,” in Perner´s Contacts, 8th ed.
vol. 4, 2013, pp. 67-75.
[9] KEGA 026ŽU-4/2015 “Innovative approaches in system of teaching
management in the study program Railway transport with a focus on
application the dynamic quality models in the railway transport”,
University of Žilina in Žilina, 2015.
[10] M. Poliak, “Current problems of procurement of transport services by
public passenger transport,” in Current problems in transport 2009,
Pardubice: Institut Jana Pernera v Praze with Přepravní laboratoří
Dopravní fakulty Jana Pernera, 2009, pp. 213-218.