Scientific paper ID 871 : 2013/3

Analysis of the transport service was performed based on a survey. The survey and the evaluation of passenger satisfaction of the transport service is based on the following criteria: travel time, price of the used service, frequency, capacity, accessibility and comfort of the itinerary. The main problems deteriorating the quality of the offered transport services were identified. The latter were grouped according to different criteria and consequently on these grounds an evaluation of the quality of the transport service was performed. An utility function was determined, which is related to the quality of the transport service compared to the market shares of the different types of land passenger transport. To determine and forecast the market shares a multinomial logit model was developed and applied. The market shares of the different types of transport were forecasted after the implementation of a marketing strategy and a marketing plan for improvement of the passenger railway transport service.