Client-oriented approach in assessing quality of transport services for private clients

Abstract

The article examines the problem of the quality of service for private clients in the transportation of groupage cargo. The research is  conducted from the perspective of a private client-oriented approach. The author proposes an assessment technique. It is based on a system of quality criteria. They are formed taking into account the specifics of the work of the transport company with individual consignors. The technique has been tested on the example of the Russian Railways-Express service of the Russian Railways JSC. Based on the results of the study, the strengths and weaknesses of transport services to customers are identified, recommendations are formulated to improve its quality.