Transportation quality management on city buses" routes

Автор: указан в статье

УДК 656.11.021.2


Ye. Voronova, associate professor, I. Zaykova, student, KhNAHU

Abstract. A complex system of passenger transportation quality management with the help of high-quality indices determination and its application has been offered.

Introduction Most powerful sides of Ukrainian transport enterprises

In Ukraine the transition to the market economy served a reason for appearance of more than 12000 passenger carriers possessing more than 150000 buses. The competition between Automobile Transport Enterprises is considerable. The world market experience in transport services manifests that the most powerful sides of competitive enterprises are:

- quality and technical characteristics (constituting 95%);

- technological advantages of service organizations (constituting 85%).

Today quality is one of the main factors in competition. But a necessary attention isn’t paid to it. One of the reasons of such a phenomenon is inadaptability of existing methods of quality management to modern passenger transportation conditions.

Transportation quality management

Having got acquainted with literary and Internet sources we can speak about the existence of four methods of passenger transportation quality management.

The first method has been developed in Russia by the Scientific Research Institute of Automobile transport. The integral quality index consists of fourth particular indices: traffic regularity, comfort, time expenses, safety [1].

The second method being offered by the Ukrainian Minavtotrans includes such particular indices as traffic time in real conditions and traffic time in set conditions [2].

The third one has been developed by Mosgortrans and it includes passenger capacity and traffic regularity level [3].

The fourth method of quality management being offered by the Russian Minavtotrans takes into account such indices as time expenses, passenger capacity, regularity level [3].

It was found out that all these methods had one considerable disadvantage, namely: they aren’t adoptable to passenger transportation quality management and estimation in modern market economy being the territory of free prices and hard competition.

To provide a considerable financial increase of Automobile Transport Enterprises it was necessary to perform the following tasks:

- with the help of a questionnaire and expert estimation methods to define indices influencing passenger transportation quality;

- to define a method of researching;

- to define and generalize the decision of special tasks on the basis of real data;

- to analyze the data received;

- to define the routes to be paid most attention to;

- to offer a quality management chart of passenger transportation by public transport.

The mathematical apparatus used included:

- system approach;

- questionnaire method;

- hierarchy analysis method;

- functional-cost analysis;

- technical and economic calculations method.

To choose the most meaningful quality indices a method of questionnaire was used.

A specially developed questionnaire has been offered to the respondents. The questionnaire included the following quality indices:

- time per a trip;

- vehicle traffic regularity per route;

- route service culture;

- trip comfort (saloon accommodation);

- drivers qualification;

- value traffic interval;

- traffic safety;

- rolling stock type;

- noise on a vehicle.

The respondents (students and teachers of Kharkiv National Automobile and Highway University) were offered to mark the most important parameters in their point of view and a ten-point scale was suggested for this estimation. The most significant data were given 10 points, the less significant 9 and so on in a decreasing order The results of the questionnaire showed that such quality indices as rolling stock type and noise inside a vehicle appeared to be less important.

So, a set of eight indices has been chosen. These indices were offered to experts for a comparative assessment. Every index had been compared with the rest ones after which the vector of priority was calculated for every index [4].

According to the most value of the vector priorities were distributed from the first to the eighth one. Indices corresponding to those ranking high were included into the formula of integral quality index calculation not taking into account the quality index as a trip interval value. These indices were the following:

- regularity level quality index;

- time for a trip quality index;

- fare for a trip quality index;

- traffic safety level quality index;

- trip comfort quality index;

- service culture quality index.

The calculation of particular and integral quality indices has been done for every route. According to the standard values of quality indices every route was given a level of transport service starting with the excellent down to unsatisfactory one. Due to each quality index it was possible to define main performances and ways of their improvement.

The stages of functional-cost analysis included:

- determination of the main objects of innovation activity;

- analysis of the production costs and the efficiency of enterprise activity;

- analysis of quality performance of transportation services;

- the choice of innovation activity objects.

The routes to be paid much attention to have been defined.


Quality should be not only estimated but it should be also controlled. The quality management functional structure has been developed for this. Main steps have been offered for each function and the departments responsible for their implementation have been pointed out.

The technical and economic calculations also showed that the implementation of the offered system would allow to increase the Automobile Transport Enterprise’s profit by 33 000 hrn. annually and that the implementation of this method by the Automobile Transport Enterprise’s leaders would increase the competitiveness of enterprises and improve their financial state.


1. Басовский А.Е., Протальев В.Б. Управление качеством. - М.: ИНФРА-М, 2002 - 212 с.
2. Калита П.Я. Качество и управление. Ч.1. Общие вопросы качества и обеспечение качества. - К.: УАК, МЦ «Прирост», 2002. -229 с.
3. Системы качества. Сборник нормативно-методических документов. - М.: Изд-во стандартов, 1990. - 88 с.
4. Евланов А.М., Кутузов О.Ю. Экспертные оценки в управлении. - М.: Экономика, 1999. -350 с.

Рецензент: Нагорный Е.В., профессор, д.т.н., ХНАДУ.

Статья поступила в редакцию 13 апреля 2005 г.

passenger transportation quality questionnaire index calculation financial state quality management competitiveness route
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