Russian public transport system: the customers' feedback on the service provision
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- 作者：Andrey Sergeevich Mikhaylov ; Ivan Sergeevich Gumenuk…
- 关键词：Public transportation in Russia ; Service quality ; Kaliningrad region ; Customer complaint behavior
- 刊名：Public Transport
- 出版年：2016
- 出版时间：March 2016
- 年：2016
- 卷：8
- 期：1
- 页码：125-141
- 全文大小：579 KB
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Ivan Sergeevich Gumenuk (1)
Anna Alekseevna Mikhaylova (1)
1. Immanuel Kant Baltic Federal University, A. Nevskogo str.14, Kaliningrad, 236041, Kaliningrad region, Russia - 刊物主题：Operations Research/Decision Theory; Automotive Engineering; Computer-Aided Engineering (CAD, CAE) and Design; Transportation;
- 出版者：Springer Berlin Heidelberg
- ISSN：1613-7159
文摘
A considerable demand on gaining an inside knowledge on customers’ perceptions of the service quality and subsequent complaint behavior in case of failure has defined the aim of this research paper. In this paper we analyse the pattern of customer complaint behavior in a widely used and widespread type of service—public transportation. Given the fact that the city of Kaliningrad is about to undergo a series of extensive qualitative improvements, driven by the federal investments allocated for major sporting and cultural events, this empirical research will have a considerable practical value. Research results suggest that customers tend to set the quality bar for the public transportation based on the personal best service performance experienced, generally received in large touristic centres and capital cities in Europe, hence inadvertently placing the provincial city of Kaliningrad at a disadvantage. There are three types of causes for the negative critical incidents identified, largely affecting the subsequent reaction of a dissatisfied customer. The passenger’s intention to engage in complaint behavior is greatly influenced by the amount of effort required, the costs associated with filing a complaint, and a perceived probability of ‘success’. Though, a considerable discrepancy is found between the probable reaction of a respondent and the actual steps taken in case of a real incident. A negative word-of-mouth remains one of the widely used modes of complaint behavior, whereas employees resist customers’ complaints, since complaints are perceived as personal insult.