Algorithm for developing business processes to determine the quality of transport services of a city passenger carrier enterprise

Methods. The obtained results are based on the analysis and use of two approaches to studying the quality of urban passenger transportation services. The first approach focuses on assessing the operational characteristics of the transport system, while the second one examines consumer perception and passenger satisfaction with the transport service. Results. Modern standards for evaluating the quality of passenger transportation, regardless of their underlying principles, do not provide a sufficient methodological basis in cases where management bodies (in particular, city administration) face the task of reducing the use of private cars in a megacity. For this, a clear algorithm of business processes and specialized tools is necessary, which would allow assessing the quality of urban trips taking into account the perception of both public transport passengers and private car drivers. Without such research, quality management will remain predominantly an intuitive process. Although the appropriateness of regular monitoring of transportation quality is sometimes questioned, even sporadic studies help identify the main barriers to achieving the desired level of quality and outline the directions for management actions. At the same time, they do not provide sufficient information for effective control of measures aimed at managing transport demand. Moreover, current approaches to assessing transportation quality often ignore hidden motives that influence the choice of transportation mode in the city, including the symbolic value of car ownership, the feeling of control, and the desire to maintain personal space. All these aspects also shape perceptions of the quality of urban travel. Therefore, a new clear algorithm for developing business processes is proposed, which consists of a detailed assessment of quality based on the process and the outcome of the trip, while the relationship measurements are conducted in the chain «quality – satisfaction – frequency of use – intention to increase the frequency of using public transport». Novelty. As a result of the analysis, the necessity to measure the difference in the quality of trips in the city, as experienced by public transport passengers and private car drivers, has been identified. Therefore, a new business process algorithm has been proposed, which consists in separating the quality assessments based on the process and the outcome of the trip, while the measurement of the connection between elements of passenger behavior is carried out in the chain 'quality – satisfaction – frequency of use – intention to increase the frequency of using public transport.' On this basis, the design of field studies has been developed. Practical value. The obtained research results have practical significance, as the analysis of approaches to assessing the quality of urban passenger transport contributes to the systematization of the use of the appropriate algorithm for business process formation for management decisions. However, this methodological basis proves to be ineffective for tasks related to encouraging the population to switch from private transportation to public transport. A similar problem is inherent in the existing regulatory framework that governs the activities of urban transport operators in Ukraine.