The Public Transportation of Russia and Sweden. A Comparative Analysis of Service Quality from Customer Perspective
The Public Transportation of Russia and Sweden. A Comparative Analysis of Service Quality from Customer Perspective

Summary/Abstract: This article presents the research results of an empirical study on the public transportation systems of two cities – Kaliningrad and Karlstad. Both cities are located in the Baltic region and possess a number of weighty differences and similarities. The research methodology is based on a conventional instrument – the SERVQUAL model, which insures the validity of research results on service quality estimated from customers’ perspective. Research has as once again proven the postulates of the disconfirmation paradigm, zone of tolerance, prospect theory, and the comparison-level theory. The service environment category, which includes the tangibles dimension of SERVQUAL, has proven to cause the most dissatisfaction for passengers in Kaliningrad. While the biggest expectations-perceptions’ gap in Karlstad lies within the assurance group of factors. Due to the significant difference in the intervals of the zone of indifference and minor difference in the overall service quality values, replacement of the existing public transportation system of Kaliningrad with the European approach of Karlstad seems inappropriate.

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