TRANSPORTATION SERVICE QUALITY: USER SATISFACTION AND LOYALTY (THE CASE OF ST. PETERSBURG)

In recent years, many Russian cities have embarked on the path of improving urban passenger transport systems, highlighting service quality improvement as a priority. However, both in the academic literature and in the urban passenger transport management practice, there is no unified approach to assessing the quality of transport service. This study is aimed at developing a client-centric approach to assessing quality of transport service by defining its attributes and measuring the level of satisfaction with them. In addition, urban passenger transport loyalty metrics are used to segment users. Approbation of the proposed approach revealed a number of problematic characteristics of the urban passenger transport system in St. Petersburg and made it possible to develop a number of recommendations for the transport authorities.