System of continuous monitoring of consumer expectations indicators
The article considers the results of the research carried out within the framework of the external grant "The analysis of the measures implemented by the transport enterprises of the city of Moscow, providing transport services to the population, and aimed at improving the quality of service, including the analysis and evaluation of the quality of services provided by the Moscow central ring (MCR) and metro" commissioned by the Department of transport and development of road transport infrastructure of the city of Moscow. Decentralization of management requires the introduction of effective and transparent mechanisms of marketing management. Innovative methods of data collection and analysis are gradually replacing the established mechanisms of management and thanks to the "big data" it became possible to monitor behavioral models, namely the indicators of the perceived quality of transport services by passengers, separately for each point of contact (ticket purchase, navigation, schedule, rolling stock, transfer to other modes of transport, etc.) for metro, MCR etc. in intracity traffic. The authors have developed guidelines for the management of a system of continuous monitoring of indicators of expectations of consumers of transport services and the use of "big data" large transport systems.