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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Autores principales:	I. V. Lopatinskaya, N. I. Ivashkova
Formato:	article
Lenguaje:	RU
Publicado:	Plekhanov Russian University of Economics 2019
Materias:	satisfaction perceived quality marketing research transport services Economics as a science HB71-74
Acceso en línea:	https://doaj.org/article/1bfa0d4df98e4a629745c6e8bcaba3ab
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spelling	oai:doaj.org-article:1bfa0d4df98e4a629745c6e8bcaba3ab2021-11-15T05:20:48ZInvestigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology2413-28292587-925110.21686/2413-2829-2019-4-164-179https://doaj.org/article/1bfa0d4df98e4a629745c6e8bcaba3ab2019-08-01T00:00:00Zhttps://vest.rea.ru/jour/article/view/748https://doaj.org/toc/2413-2829https://doaj.org/toc/2587-9251The 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.I. V. LopatinskayaN. I. IvashkovaPlekhanov Russian University of Economicsarticlesatisfactionperceived qualitymarketing researchtransport servicesEconomics as a scienceHB71-74RUВестник Российского экономического университета имени Г. В. Плеханова, Vol 0, Iss 4, Pp 164-179 (2019)
institution	DOAJ
collection	DOAJ
language	RU
topic	satisfaction perceived quality marketing research transport services Economics as a science HB71-74
spellingShingle	satisfaction perceived quality marketing research transport services Economics as a science HB71-74 I. V. Lopatinskaya N. I. Ivashkova Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology
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
author	I. V. Lopatinskaya N. I. Ivashkova
author_facet	I. V. Lopatinskaya N. I. Ivashkova
author_sort	I. V. Lopatinskaya
title	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_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_sort	investigating the passengers’ attitude to the quality of rolling stock in the moscow underground using n. kano methodology
publisher	Plekhanov Russian University of Economics
publishDate	2019
url	https://doaj.org/article/1bfa0d4df98e4a629745c6e8bcaba3ab
work_keys_str_mv	AT ivlopatinskaya investigatingthepassengersattitudetothequalityofrollingstockinthemoscowundergroundusingnkanomethodology AT niivashkova investigatingthepassengersattitudetothequalityofrollingstockinthemoscowundergroundusingnkanomethodology
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Investigating the Passengers’ Attitude to the Quality of Rolling Stock in the Moscow Underground Using N. Kano Methodology

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