ORGANIZATIONAL AND ECONOMIC MECHANISMS FOR IMPROVING SERVICE QUALITY IN RAILWAY TRANSPORT

This thesis examines the theoretical and practical aspects of service quality management in railway transport enterprises. In the modern transport system, the competitiveness of enterprises is determined not only by transportation volumes and technical capabilities but also by the quality, reliability, accessibility, and convenience of services provided to consumers. Therefore, identifying the factors that shape service quality and improving the mechanisms for managing these factors are of significant scientific and practical importance. The study reveals the economic essence of service quality in railway transport and systematizes the organizational, technological, social, and economic factors influencing it. It is substantiated that service quality assessment should consider not only operational indicators but also customer satisfaction, accessibility of services, information availability, and efficiency of service processes. Based on the research findings, a multi-criteria service quality assessment system and an organizational-economic mechanism aimed at increasing customer value in railway transport have been proposed. This approach contributes to improving service delivery processes, strengthening consumer trust, and enhancing the market competitiveness of railway transport services.