FORMATION AND DEVELOPMENT OF A SERVICE-ORIENTED MODEL FOR PASSENGER LOGISTICS MANAGEMENT IN RAILWAY TRANSPORT

Abstract

The article substantiates the conceptual foundations for the development of a service-oriented management model for passenger logistics in railway transport. It is demonstrated that traditional approaches, primarily focused on internal operational processes, fail to meet contemporary challenges posed by digitalization and the increasing expectations of passengers for high-quality, personalized services. Key issues identified include insufficient customer orientation, limited flexibility, weak integration with other modes of transport, and the lack of comprehensive tools for demand forecasting and passenger flow optimization. The study emphasizes that addressing these challenges requires not only technological innovations but also organizational and cultural changes within railway companies. An analysis of scientific research and best practices from leading European railway companies, including Deutsche Bahn, PKP Intercity, and ÖBB, reveals the effectiveness of integrated digital platforms, CRM systems, advanced analytics, and multimodal transport solutions in enhancing operational efficiency and customer satisfaction. The proposed model integrates principles of customer centricity, digitalization, multimodality, and sustainability, providing personalized services, “door-to-door” transport solutions, and mechanisms for monitoring service quality through KPI, Net Promoter Score (NPS), and Customer Satisfaction Index (CSI). Furthermore, it highlights the importance of continuous staff training and adaptive management practices to ensure long-term success. The expected outcomes of implementing this model include improved passenger satisfaction, optimized utilization of resources, reduced travel times, enhanced coordination across transport modes, and the development of innovative service offerings. Its practical implementation will facilitate the gradual integration of the Ukrainian railway system into the European transport space, strengthen national transport competitiveness, and promote sustainable development of the transport infrastructure while aligning with international service and operational standards.