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Лазуренко Е.Е. магистрант Овчинников Н.А старш.преп. Дмитриенко Н.А., к.п.н.
доцент ИСО и П ДГТУ
филиал в г.Шахты Ростовской области EVALUATING THE LEVEL OF PEOPLE'S SATISFACTION WITH TRANSPORT SERVICE IN SHACHTY
In modern conditions of passenger transport plays a huge role in the development and improvement of the country's economy. The level of reliability, efficiency, safety and comfort of passenger transport vehicles, affect: the mood of the passengers, their health state, social development and the level of social development in general. To use comfortable passenger transport is less tired, and
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therefore is able to perform a greater amount of work. If we enhance the effectiveness and speed of moving transport vehicles we can save time that passengers can use more effectively. Most people spend much time for transportation every day. First of all it concerns the inhabitants of the cities, and the residents of surrounding areas. Also, improving transport service will decrease diseases as catching colds, often occurs when people stand at the bus stops, or being transported in a crowded vehicle. Therefore, when organizing passenger transportation, a special attention should be paid to the quality of public transport services and passenger satisfaction.
The object of the research in the article is the study of the indicators of satisfaction with transport services on the territory of municipal formation in town Shakhty (in particular routes Artemovsky directions). Passenger service in Artemovsky route direction in the town Shachty are 23 buses (100 buses are very low-and low-capacity (like Gazelles) and 20 buses are average and high-capacity (type EPS) [1].
Existing major types of urban passenger transport buses of small and average capacity are the most common and affordable, and the vast majority in some routes they are supposed to the only public passenger transportation in Shakhty. Bus routes are main for Shakhty element of public transport.. Buses are main elements of public transport in this town.
On the territory of the Rostov region a review of population was carried out in accordance with the decree of the Government of the Russian Federation dated 17.12.2012 № 1317 in the period from 1 February to 1 April 2014 the information and telecommunication networks and information technologies on the official portal of the Government of the Rostov region and the official websites of municipalities surveyed population.
This study aims at identifying people's satisfaction with the efficiency of activity of local government leaders, the enterprises and institutions operating principals at the regional and municipal levels, joint stock companies directors, the controlling stock owned by Rostov region or in the municipal ownership. Assessment of public satisfaction with the activities of the town administration was carried out including the following areas: -the quality of roads;
- transport services.
The survey involved more than 22 thousand people of Rostov region. Among them in the female is 51% and 49% male. Distribution of respondents by social status:
-workers (including agricultural enterprise workers) 20% -employees 19% specialists 31%
- the heads of the enterprises, institutions - 7% -entrepreneurs - 7%
-soldiers/ law enforcement administrations- 2% -students of a University, technical schools- 4%
-students- 1% -retired people- 5% -unemployed- 4
-The results of the evaluation of satisfaction with the activity of the heads of urban districts, municipal districts, urban and rural settlements of Rostov region according to a 2014 survey [2] is presented in table 1.
Table 1 - Assessment of satisfaction with the activities of the administration on the territory of the Rostov region_
№ n/n The name of the municipality Satisfaction of the population with activity of the heads of the municipality:(including local issues by the Federal law of 06.10.2003 № 131-FZ)
organization of transport service the quality of roads
assessment, (%) place assessment, (%) place
Urban districts
1 Azov 47,51% 8 45,99% 7
2 . Bataysk 63,01% 2 62,96% 1
3 . Volgodonsk 64,33% 1 41,46% 9
4 . Gukovo 59,45% 5 58,93% 4
5 Donetsk 60,06% 4 60,46% 3
6 Zverevo 61,84% 3 61,63% 2
7 . Kamensk Shachtinskiy- 44,47% 9 49,41% 6
8 Novocherkassk 26,48% 10 20,40% 10
9 Novoshactinsk 58,75% 6 56,25% 5
10 Rostov on the Don 5,35% 12 3,81% 12
11 Taganrog 21,12% 11 12,19% 11
12 Shachty 54,94% 7 45,76% 8
The survey revealed that satisfaction with public transportation service in Shakhty is 54,95%, and the quality of roads is 45,76 %. Comparing with other cities of Rostov region, we can draw the following conclusions::
1 the Greatest satisfaction with the organization of transport service in Volgodonsk is (64,33%) and it does not connect with the quality of roads. The estimation of roads quality is in Bataisk (62,96%), while in Volgodonsk it has (41,46%).
2 the Lowest indicators are in Rostov-on-the Don. Satisfaction with the organization of transport service is (5,35%), satisfaction with the quality of roads is (3,81%). The regional center is on 12th place.
3 According to the degree of satisfaction with the organization of transport service in Shakhty it is on the 7th place, and the assessment figure is 54,94%, and
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the quality of roads is on 8th place (45,76%).
In the town Shakhty the passenger transport is done by private companies: SP A. P. Dovzhenko, LLC "Goravtotrans-1", LLC "Goravtotrans-Service", LLC "RTC", LLC "Avtodor-2", LLC "Avtodor-3", LLC "Avtodor-4", LLC "Ae 1", LLC "AE 2".
To conduct the research and study of customers' satisfaction in the focused routes we define the following evaluation criteria:
range of motion and discipline of its execution;
- the bus stops, from the passengers points of view,;
- the quality of the road surface;
- the degree of transport wear;
- drivers qualifications
The study is planned as part of the annual survey mass passengers'' in the routes of public transport in Shachty ( in April-May) in accordance to the-prepared questionnaires with questions, table 2.
Table 2 - Questionnaire of satisfaction with the service quality of public passenger transport in the Shachty._
yes no
1 is there the interval of traffic? 2 do the driver are observed by the rules? 3 Are you satisfied with the comfort of transport? 4 Are you satisfied with the location of stopping pavilions? 5 Are you satisfied with the quality of the road surface? 6 Is there ethical way of treatment? 7 is there a need for using transport of greater capacity?
Thus, the results of this survey in the framework of the annual survey among the passengers are able to basis of developing activities to improve the quality of public services and management decision making focusing the consumer needs.
References:
1 List of urban passenger transport routes. The official site of the administration of Shachty // Electronic resource . Access mode http://shakhty-gorod.ru/municipal-economy/transportation/transport
2 the Survey population. Official website of the government of Rostov region // Electronic resource. Access mode http://www.donland.ru/Default.
