Formulating a strategy for the development of transport enterprises based on customer focus and digitalisation of service delivery

Abstract The structure and essence of the transport system of Ukraine are studied through the indicators of logistics efficiency, which represent promising directions for the development of the industry through their grouping by country. Based on the results of the cluster analysis, four groups of European countries were identified, on the basis of which it was found that the transport industries of both the European countries under consideration and Ukraine have certain similarities, primarily due to their good geographical location and identity of transport infrastructure features. This is extremely important not only at the level of the country but also at the level of each individual citizen, which is why passenger transport is given special attention. The subject of the analysis is the municipal enterprise Kyivpastrans, one of the largest in Ukraine, whose main activity is passenger transportation within the city of Kyiv. Using the methods of economic and mathematical modelling, the article determines the impact and weight of various indicators on the net income from services provided by Kyivpastrans (target indicator). It is substantiated that the model is statistically adequate and can be used to analyze the factors influencing the efficiency of municipal transport enterprises in Ukrainian cities. The linear regression model allows to determine the relationship between the net profit from the sale of transport services as a resultant indicator and the number of passengers and the cost of vehicles (as predictors). Other factors (investments in the renewal of vehicles and profitability of passenger transportation), which have a sufficient impact, confirmed by the methods of economic and mathematical modeling, are also investigated. A matrix of strategies for developing the quality of transport services is built, based on the direct interdependence of the level of digitalization of the transport enterprise management system and the assessment of customer satisfaction, determined by conducting a survey among residents of Kyiv.