Improving the quality of customer service in railway services

The current level of quality in the provision of railway services is characterized by significant changes that, in turn, lead to diminishing opportunities and a decrease in the effectiveness of traditional methods for satisfying consumer needs. This article emphasizes the importance of improving the tools for enhancing the quality of customer service in railway services. The specificity of the industry that provides railway services to consumers necessitates the development of a universal systemic approach to improving service quality, particularly due to the existence of enterprises that operate without direct contact with consumers. Furthermore, the article describes a model for improving the quality of service to railway consumers as a driver of increasing their satisfaction, taking into account the dependence on the activities of railway departments on railway service quality metrics.