Випуск 23

УДК 658.562

Р. 7-23.

The relevance of the topic as to ensuring the customer satisfaction of the proposed service has been shown in this article. The present study is aimed at improving the existing methods as to evaluation of the level of customers’ satisfaction with the proposed goods (services). To achieve the goal it has been proposed to modify the index model showing the dependence of passengers’ satisfaction with the motor transport service on the factors forming the satisfaction.

The proposed methodology allows not only to evaluate passengers’ satisfaction but also to determine the directions of its improvement on a general level as well as on the level of each factor of its forming. This methodology has been put forward to apply in the practice of motor transport services.

Key words: evaluation, customer, satisfaction, transport service.

V. SHYNKARENKO, Dr., Econ. Sc., Prof., E. DEZHUROVA, Competitor,

Kharkiv National Automobile and Highway University