Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology
The goal of the present research is to assess the quality of rolling stock used by transport operators and to prepare a set of recommendations dealing with its revision. The rolling stock refers to the so-called technical quality of the service. It is the technical quality which is a key product off...
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| Format: | Article |
| Language: | Russian |
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Plekhanov Russian University of Economics
2019-08-01
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| Series: | Вестник Российского экономического университета имени Г. В. Плеханова |
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| Online Access: | https://vest.rea.ru/jour/article/view/748 |
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| _version_ | 1849243810435956736 |
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| author | I. V. Lopatinskaya N. I. Ivashkova |
| author_facet | I. V. Lopatinskaya N. I. Ivashkova |
| author_sort | I. V. Lopatinskaya |
| collection | DOAJ |
| description | The goal of the present research is to assess the quality of rolling stock used by transport operators and to prepare a set of recommendations dealing with its revision. The rolling stock refers to the so-called technical quality of the service. It is the technical quality which is a key product offered to the customer. The authors give a brief review of Kano methodology and put forward the authors' adaptation of the methodology and classification of rolling stock attributes and their impact on passengers' satisfaction. Findings of the field research dealing with perception of the rolling stock quality in the Moscow underground are provided. The key result is classification of rolling stock attributes using Kano methodology and finding their importance for passengers. The article also formulates recommendations on arranging new rolling stock of the Moscow underground, including five strategies of introduction with regard to attributes' importance. |
| format | Article |
| id | doaj-art-1bfa0d4df98e4a629745c6e8bcaba3ab |
| institution | Kabale University |
| issn | 2413-2829 2587-9251 |
| language | Russian |
| publishDate | 2019-08-01 |
| publisher | Plekhanov Russian University of Economics |
| record_format | Article |
| series | Вестник Российского экономического университета имени Г. В. Плеханова |
| spelling | doaj-art-1bfa0d4df98e4a629745c6e8bcaba3ab2025-08-20T03:59:21ZrusPlekhanov Russian University of EconomicsВестник Российского экономического университета имени Г. В. Плеханова2413-28292587-92512019-08-010416417910.21686/2413-2829-2019-4-164-179636Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano MethodologyI. V. Lopatinskaya0N. I. Ivashkova1Plekhanov Russian University of EconomicsPlekhanov Russian University of EconomicsThe goal of the present research is to assess the quality of rolling stock used by transport operators and to prepare a set of recommendations dealing with its revision. The rolling stock refers to the so-called technical quality of the service. It is the technical quality which is a key product offered to the customer. The authors give a brief review of Kano methodology and put forward the authors' adaptation of the methodology and classification of rolling stock attributes and their impact on passengers' satisfaction. Findings of the field research dealing with perception of the rolling stock quality in the Moscow underground are provided. The key result is classification of rolling stock attributes using Kano methodology and finding their importance for passengers. The article also formulates recommendations on arranging new rolling stock of the Moscow underground, including five strategies of introduction with regard to attributes' importance.https://vest.rea.ru/jour/article/view/748satisfactionperceived qualitymarketing researchtransport services |
| spellingShingle | I. V. Lopatinskaya N. I. Ivashkova Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology Вестник Российского экономического университета имени Г. В. Плеханова satisfaction perceived quality marketing research transport services |
| title | Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology |
| title_full | Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology |
| title_fullStr | Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology |
| title_full_unstemmed | Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology |
| title_short | Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology |
| title_sort | investigating the passengers attitude to the quality of rolling stock in the moscow underground using n kano methodology |
| topic | satisfaction perceived quality marketing research transport services |
| url | https://vest.rea.ru/jour/article/view/748 |
| work_keys_str_mv | AT ivlopatinskaya investigatingthepassengersattitudetothequalityofrollingstockinthemoscowundergroundusingnkanomethodology AT niivashkova investigatingthepassengersattitudetothequalityofrollingstockinthemoscowundergroundusingnkanomethodology |