DOI: https://doi.org/10.62204/2336-498X-2025-2-15

IMPROVING THE QUALITY OF PASSENGER TRANSPORT SERVICES ON SUBURBAN BUS ROUTES: METHODOLOGY AND PRACTICE

Viktoriia Lebid,
Ph.D., Associate Professor,
National Transport University, Kyiv,
viktoriia.lebid@ntu.edu.ua; ORCID: 0000-0002-1260-3760

Nelia Kopiak,
Senior Lecturer of the Department of Transport Technologies,
National Transport University, Kyiv,
nelia.kopiak@gmail.com; ORCID: 0000-0001-8539-9193

Annotation. The article addresses the urgent issues of improving the quality of passenger transport services on suburban bus routes. A comprehensive methodology for assessing transport service performance is proposed, taking into account both organizational and operational indicators. The research identifies key indicators that form passenger satisfaction and carrier eficiency. The results are practical and can be used by transport companies to implement service quality monitoring systems in accordance with modern management requirements.

Keywords: quality, performance indicators, evaluation, transport service, suburban bus transportation.

Introduction. In Ukraine, at the present stage of development of large cities and industrial centers, there is an urgent need to modernize and qualitatively improve the system of suburban passenger transportation. The growth of urbanization, the expansion of urban agglomerations and the increase in mobility of the population create increased requirements for the efficiency and quality of transport services in suburban areas.

The main mission of passenger transport is to timely, high-quality and fully meet the needs of the population in transportation, to ensure the availability and convenience of transport services. In modern conditions, this task is complicated by the need to balance between the economic efficiency of carriers and the social significance of services for communities.

A key element of the development of the suburban transportation sector is a systematic study of the transport behavior of the population, an analysis of the demand for transportation and monitoring the level of satisfaction with the quality of transport services. A deep understanding of the needs of passengers allows you to optimize the route network, improve the quality of service and increase the attractiveness of public transport compared to individual transport.

The organization of the passenger transportation process should provide the most complete, timely and high-quality service while achieving high efficiency in the use of rolling stock and transport infrastructure. This requires the introduction of modern management technologies, intelligent transport systems and innovative approaches to transportation planning.

In the context of a market economy, the problems of organizing the activities of passenger transport must be solved using modern marketing and quality management tools. The marketing approach is a comprehensive system of methods for solving the problems of the transport services market, which includes the study of the economic situation, the analysis of specific consumer requests and orientation to them in the formation of a transport offer.

The main goals of marketing in transport are a comprehensive analysis of the needs and preferences of both existing and potential consumers of transport services, the development on this basis of an effective mechanism for satisfying them, expanding the volume of services and increasing the share in the suburban transportation market. At the same time, it is important to ensure the sustainable development of the transport system, taking into account environmental and social aspects.

The relevance of the study of improving the quality of suburban bus transport services is due to the need to form a competitive and socially oriented transport system capable of ensuring the sustainable development of regions and improving the quality of life of the population in suburban areas.

Analysis of the latest scientific research and publications. The problems of improving the quality of passenger transportation and optimization of transport services for the population are the subject of active scientific research both in domestic and foreign scientific literature. The theoretical and methodological foundations of ensuring the quality of transport services were studied by leading Ukrainian scientists: A.I. Vorkut (development of a system of indicators for assessing the quality of passenger transportation), O.S. Ignatenko (methodology for managing the quality of transport services), Y.S. Ligum (economic aspects of the functioning of passenger transport), V.S. Marunych (optimization of route systems), E.G. Logachov (management of transport processes), A.V. Bazyliuk (innovative approaches in transport services) and others. A significant contribution to the development of the theory of the quality of transport services was made by foreign researchers. Parasuraman A., Zeithaml V.A., Berry

L.L. developed the SERVQUAL model for assessing the quality of services, which is widely used in the transport industry [1]. Redman L. et al. investigated factors affecting passenger satisfaction with public transport [2]. Tyrinopoulos Y., Antoniou C. analyzed the relationship between the quality of services and the choice of mode of transport by passengers [3]. Dell’Olio L., Ibeas A., Cecín P. proposed a methodology for assessing the quality of urban transport services taking into account the perception of passengers [4].

The researchers proposed a system of indicators for assessing the quality of the urban and suburban passenger transport system, which takes into account the interests of both carriers (economic efficiency, use of rolling stock) and passengers (comfort, reliability, accessibility, safety). At the same time, the issue of a comprehensive assessment of the quality of suburban bus transportation, taking into account the specifics of this market segment, remains insufficiently studied. The analysis of the works of these authors shows that one of the key factors influencing the quality of transportation, as well as a necessary condition for the effective functioning of road transport in market conditions, is the high competitiveness of services provided to consumers. The competitiveness of transport services is determined by the price-quality ratio and the ability to meet the specific needs of different groups of passengers.

Modern research is increasingly focusing on the use of digital technologies to improve the quality of transport services. Li X., Wang Y. analyzed the impact of mobile applications on passenger satisfaction [5]. Oña J. de, Oña R. de developed a methodology for analyzing passenger satisfaction based on discrete choice [6]. Eboli L., Mazzulla G. proposed structural equations for modeling the perception of the quality of transport services [7].

Purpose and objectives of the study. The article is aimed at theoretical substantiation of the essence and identification of features of the formation of quality indicators of the provision of transport services on suburban bus routes.

Research methods. The study uses a set of general scientific and applied methods, in particular: analysis and generalization of scientific sources – for the formation of theoretical and methodological foundations for assessing the quality of transport services; system analysis – for structuring factors affecting the efficiency of transportation; empirical methods – full-scale surveys, observations, passenger surveys on satisfaction with the quality of services; statistical methods – for processing the results of surveys, calculating indicators load, waiting time, coefficients of elasticity of demand; mathematical modeling – to formalize the relationships between quality criteria and influencing factors; expert assessment – to determine the weight coefficients as part of the integral quality indicator. The use of these methods ensured the development of an adapted methodology for assessing the quality of suburban bus transportation and the formation of scientifically based recommendations for motor transport enterprises.

Research results. Suburban passenger transportation plays an important role in ensuring the mobility of the population around large cities and requires high standards of quality, reliability and safety. Their characteristic feature is the unevenness of passenger flows depending on the direction, time of day and day of the week, which complicates the organization of regular and efficient transport services.

The quality of transport services on suburban routes is determined by a set of criteria that must meet both the expectations of passengers and the requirements of the customer of services. Compliance with these criteria directly affects the level of customer satisfaction and, accordingly, demand. The main task of the carrier is to ensure a consistently high level of service quality, which allows not only to retain existing users, but also to expand the passenger base.

The demand for suburban transportation is formed under the influence of factors such as the remoteness of objects of attraction, travel time, tariff policy, comfort of the trip, intervals of movement, as well as the availability and awareness of passengers.

To ensure a balanced route network and optimal use of rolling stock, it is necessary to regularly monitor the needs of the population, which is carried out through functional zoning of territories, analysis of the location of socially significant objects and transport surveys.

The quality of transportation is classified into several levels:

• simple quality – evaluated by one dominant indicator (for example, speed);
• complex quality – takes into account a set of natural characteristics (safety, regularity, comfort, cost, etc.);
• integral quality – includes not only operational parameters, but also economic costs for their provision.

Quantitative assessment of quality is based on the following categories: safety, or- ganization of transportation in time (frequency, rhythm, accuracy), time spent on the trip, comfort, passenger complaints, infrastructure support. Of particular importance are the indicators of the operation of bus stations and stops, the availability of up-to-date infor- mation, and ensuring accessibility for groups with limited mobility.

In the EU countries, the quality of bus services is regulated by the standards EN 13816, EN 15140 and Regulation (EC) No. 1370/2007, which establish requirements for public transport in the provision of public services.

In Ukraine, the state policy in the field of road transport includes a wide range of regulatory mechanisms and management tools: regulatory regulation, control of compli- ance with transport legislation, licensing and certification of carriers, standardization of services and technical means, formation of tariff policy, provision of compensation for preferential transportation, state order for socially significant transport services, as well as protection of passengers’ rights and interests.

The main strategic objectives of the implementation of the state transport policy are: creation of a competitive environment in the market of transport services, ensuring the availability and quality of passenger transportation, harmonization of domestic legisla- tion with European standards, development of transport infrastructure, introduction of innovative technologies and sustainable development of the industry.

However, the effectiveness of the implementation of these tasks is significantly lim- ited by a set of systemic problems that have been accumulating for a long time:

1. Financial and economic problems: chronic underfunding of the transport industry and road infrastructure from the state and local budgets; unprofitability of the ma- jority of urban and suburban passenger transport enterprises due to insufficient com- pensation by the state for losses from the transportation of privileged categories of passengers; limited opportunities to attract private investment in the development and renewal of vehicles; disproportion between the level of tariffs and the real cost of transportation.
2. Infrastructure and technical challenges: critical level of physical and moral deterio- ration of rolling stock (more than 70% of buses have been in operation for more than 10 years); unsatisfactory condition of the street and road network and congestion of the main transport arteries; insufficient development of transport hubs and infra- structure for the convenience of passengers; lack of modern systems for dispatch control and monitoring of transport.

3. Institutional and regulatory problems: incomplete structural reforms in the field of passenger transportation and lack of a clear distribution of powers between differ- ent levels of government; outdated regulatory framework, slow harmonization of domestic transport legislation with international standards; weak competition be- tween carriers, focused mainly on price rather than quality parameters of services; imperfection of mechanisms for quality control of transport services and consumer

In view of the above, the demand for transport services is formed under the influ- ence of a complex of socio-economic, demographic and spatial factors. The competitive- ness of transport services in the market is almost entirely determined by their quality, reliability and compliance with the needs of different groups of consumers. The ability of the transport system to adapt to changing user demands is a key condition for ensuring stable demand and improving the efficiency of the industry.

Several factors have several factors in the formation of demand for suburban trans- portation. Including:

4. Spatial-territorial factors: geographical remoteness and transport accessibility of points of departure and destination; planning structure of settlements and location of the main objects of attraction (industrial enterprises, educational institutions, health care institutions, shopping centers); density and configuration of the transport net- work, availability of alternative communication routes.
5. Time and economic parameters: duration of the trip and frequency of transport; the level of transport tariffs and their correlation with the income of the population; reliability of compliance with the traffic schedule and predictability of travel time; seasonal fluctuations in demand (summer season, school year, vacation period).
6. Quality characteristics of transport services: comfort of the trip (condition of rolling stock, availability of seats, microclimate); waiting time for transport at stops and general predictability of the trip; transportation safety and passenger service culture; availability of up-to-date information on traffic (schedules, delays, route changes).

The demand for transport movements in suburban traffic can be studied through a multi-level analysis: functional zoning of the service area, location of the main centers of attraction of the population, the results of sociological surveys and transport surveys, analysis of migration flows and pendulum migration.

The total characteristics of demand within specific territorial boundaries determine the corresponding capacity of the transport services market – the basic indicator for es- tablishing optimal conditions for the organization and consumption of transport services. At the same time, the formation and dynamics of demand are significantly influenced by the transport accessibility of the territory, the characteristics of the existing transport system and the level of competition with alternative modes of transport. 

Quality as an integral property of any product or service is characterized by the ability to satisfy certain needs of consumers and adapt to their changing interests and requirements. In the context of passenger transportation, the quality of transport services is multidimensional and includes technical, operational, economic, social and environ- mental aspects.

The modern understanding of the quality of transport services is based on the con- cept of customer focus, which implies the orientation of all service delivery processes to the maximum satisfaction of the needs and expectations of passengers. This requires not only ensuring basic technical standards, but also creating a positive experience of passenger interaction with the transport system at all stages of the trip.

The level of influence of quality on demand can be estimated using equation (1). For this relationship, the theory of elasticity is used, which assumes that the elasticity of demand is the relationship between the demand for transport and the factors affecting demand. This factor, in this case, is the quality of services. [1, 8]

where: Q1 is the demand for transport services in the current year;

Q0 – demand for transport services in the previous year;

k1 – the value of quality criteria in the current year;

k0 is the value of the quality criteria in the previous year.

The coefficient of elasticity of demand can have different values. If ED = 0 (totally inelastic), -1 <ED <0 (relatively inelastic), ED = -1 (single or unitary elastic), -∞ <ED

<-1 (relatively elastic), ED = -∞ (perfectly elastic).

The modern market of transport services requires an integrated application of qual- ity improvement measures in four key areas:

1. production and technical: use of modern production equipment and technologies, com- ponents, comprehensive modernization of rolling stock; integration of smart transport technologies;
2. organizational: improvement of the system of organization of production, methods of work, systematic development of personnel qualifications, introduction of effective management practices;
3. economic: improvement of quality forecasting and planning, provision of high-quality transportation services, cost-effective models of service delivery, performance-based pricing strategies;
4. social: personnel policy, working conditions and motivation, improved employee mo- tivation systems, development of a customer-oriented culture of passenger service, etc. The development of a general methodology implies a phased implementation of actions aimed at developing a common framework for the subsequent adaptation and use of the evaluated public transport system. This stage includes the attributes and criteria of quality and performance, the definition of the sample, the methods of data collection, the methods of data analysis, the procedures for organizing surveys and other elements to be adopted and followed in order to achieve a clear reflection of the existing situation (levels of quality of services and efficiency of the system) and establish the foundations for effective monitoring of the quality of services in the future.

These elements must be carefully implemented and consistently applied to achieve an accurate reflection of the current situation, including service quality levels and system operational efficiency, while providing a basis for effective future quality monitoring.

The next stage involves adapting the general methodology to the public transport system to be assessed. It includes a series of activities that determine the needs and prior- ities of the carrier, as well as the requirements of passengers using this commuter route. First of all, it is necessary to collect and analyze all the necessary information about the network, infrastructure, evaluation of operational elements and constraints and evalua- tion of existing service performance indicators.

A critical component of the research methodology is the conduct of comprehen- sive passenger satisfaction surveys. These assessments serve to: determine passenger priorities and service expectations; measurement of levels of satisfaction with current transport services; identification of areas that need immediate improvement; establishing baselines for continuous monitoring.

Through these surveys, passengers provide valuable feedback on the importance and their satisfaction with the different quality and operational characteristics of bus services on specific routes.

The proposed methodology contains 26 indicators, organized in seven main cate- gories. Each category contains multiple metrics representing either pure quality factors, operational efficiency metrics, or hybrid metrics combining both dimensions. (Table 1).

Table 1

Particular attention should be paid to complex indicators of category G. Individual indicators that make up these complex measures are correspondingly combined using weighted calculations to assess overall service levels. The process of calculating the scales should include the unbiased opinions of passengers along with the specific characteristics of the transport network.

Let’s determine the indicator of excessive waiting time by passengers at stops and bus stations (D.4). This indicator evaluates the excessive waiting time for passengers at final stops, bus stations or intermediate stops to board vehicles. This indicator is considered from the operator’s point of view and is calculated for each route, taking into account both the results of route planning and actual field measurements. The mathematical equation for determining the quality indicator will have the following sequence of calculations:

Excessive waiting time for passengers at the terminal (or stopping point) for their boarding of vehicles on the first route:

where SWi is the planned average waiting time for passengers at the bus station or stop to board vehicles of the first route:

where z pij is the number of scheduled flights on the first route.

AWi is the actual average waiting time for passengers at the bus station or stop to board vehicles of the first route:

where is the number of actually performed flights on the first route.

One of the key indicators of the effectiveness of the organization of suburban bus transportation is the level of loading of vehicles during their daily operation. This indicator is defined as the ratio of the actual number of passengers on board to the capacity of the bus.

The collection of primary information is carried out through field surveys, within the framework of which specially trained observers (one at each door) record passenger flows at each stop: the number of embarkations and disembarkations. Based on these data, the following are determined: maximum load of buses on individual sections of the route; average load; the share of flights with excess of the standard load (coefficient > 1).

To calculate the number of passengers in the cabin on a separate segment of the route (between two stops), the following dependence is used:

where:  – the number of passengers in the passenger compartment of the vehicle on section I of route J;

– the number of passengers in the vehicle on the section I-1 of route J; j

i-1, j

– the number of passengers getting into the bus cabin at the stop between sections I-1 and I of the J-th route;

j

i-1, j

– the number of passengers who disembark from the bus at the stop between

sections of sections I-1 and I of the J-th route.

The calculation of the bus load is based on the sum of passengers who are in the passenger compartment of all trips on each section of the route. The mathematical equation for calculating the maximum load of vehicles on a separate route is as follows:

where  is the number of passengers in the bus cabin who make the trip Z on section I of route J;

q ^j,z –       enger capacity of the bus performing the trip on the J-th route.

To ensure the representativeness of the results, the sample of passengers and routes should correspond to the spatial distribution of the population of the served area. The sample size (n) is calculated using the following equation:

where N is the population of the suburban area, which in this case is the passenger flow on the route;

P is the quality indicator to be measured; if previous experience does not exist, then a neutral situation is considered (P = 0.5)

d is the value of the error (5%)

za / 2 = 1.64 for a 90% confidence level.

To improve the quality of transport services, it is recommended to implement an internal quality control system, which consists of two main stages:

1. The preliminary stage is the identification and monitoring of priority quality indicators, in particular: average speed, intervals between flights, the number of flights actually performed, and the accuracy of schedule adherence.
2. The analytical and evaluation stage includes a survey of passengers on the level of satisfaction, analysis of results in dynamics, comparison with standard values and the formation of an integral assessment based on weight factors.

The results of such control allow the carrier to respond in a timely manner to problem areas of service, provide a transparent feedback system with passengers and increase the efficiency of management decisions.

Scientific novelty and practical significance: An adapted multifactorial methodology for assessing the quality of transport services has been proposed, taking into account the local features of suburban routes. Limit indicators of overestimated waiting and overload of vehicles have been determined, which makes it possible to quickly identify «bottlenecks» in the transportation system. The results can be used to increase the efficiency of route network management and management decision-making at the ATP level.

Approbation of results. The main provisions, conclusions and results of the study were tested in the process of practical implementation on individual suburban bus routes of the Kyiv region within the framework of cooperation with motor transport enterprises. In particular, the indicators of the quality of transport services identified in the study were used to justify changes in traffic schedules, adjust the number of trips during peak hours, assess the level of loading of rolling stock and optimize intervals.

The methodology for assessing the level of passenger satisfaction was tested within the framework of field sociological surveys, the results of which confirmed the relevance of the selected criteria and their significance for passengers.

Conclusions. The developed methodology for assessing the quality of transport services on suburban bus routes requires adaptation to the local conditions of functioning of a particular transport system. This applies to considering the technical and operational characteristics of the route network, parameters of rolling stock, the structure of passenger flows, traffic schedules, socio-demographic characteristics of passengers, as well as the specifics of the carrier’s organizational model.

The application of the proposed approach allows motor transport enterprises to obtain an objective and detailed assessment of the level of transport services based on a system of quantitative and qualitative indicators. The methodology allows you to identify critical areas of discomfort for passengers, assess the compliance of the services provided with their expectations, as well as form target benchmarks for improving the quality of transportation.

The results of the study can be used to form internal quality control systems, substantiate management decisions, plan rolling stock renewal, optimize traffic schedules and increase the competitiveness of the carrier in the context of dynamic demand for suburban transport services.

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