Vasylenko T. Service quality management at the passenger transportation enterprises of the motor transport

Object of research -formation processes of the service quality at the passenger transportation enterprises of the motor transport. The aim of the research - the improvement of the existed and development new theoretical basis and methodical recommendations for improving service quality management at the passenger transportation enterprises of the motor transport. Methods of the research - theoretical generalization, comparison and analyzing, systemic and process approach, "analysis-synthesis" method, systemic-structural analysis, questionnaire, cluster analysis, correlational and regression analysis, mathematical and statistic analysis, modeling. Theoretical and practical results. Theoretical significance resulted in solving the important scientific problems aimed at improving the service quality management at the passenger transportation enterprises of the motor transport within the market sphere. Application resulted in defining the generalization quality service index and factors' influence; forecasting the quality service improvement with definite peculiarities of the enterprise; adopting decisions on controlling and regulating processes and results guaranteeing transport quality service. Innovation. New theoretical basis and methodical recommendations for improving service quality at the passenger transportation enterprises of the motor transport were elaborated, namely: the approach to regulate quality process and results was suggested; the system of transport service quality management was defined; the object of the research was investigated enlarge; factors classification influencing passenger transportation quality was improved; methodical basis for service quality evaluation was suggested; the process of quality control was improved. Application. Horlivka motor transport enterprise № 11420 (application certificate № 2/12 24.02.2006), Horlivka motor transport enterprise № 11432 (application certificate № 1/5 05.01.2006), Horlivka motor transport enterprise № 11427 (application certificate 1/13-3303.03.2006), "Dongorpastrans" Donetsk (application certificate № 17/14a-329 10.03.2006). Research results were used during the educational process in Kharkiv National Highway Engineering University (certificate № 1069/48 11.05.2006)). Sphere. Transport.