Российской Федерации Федеральное государственное бюджетное образовательное учреждение высшего профессионального образования
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The current situationAlthough the transportation sector of Mongolia is one of the well established sector in the economy which has more 60 years of history, due to the legal regulations and extensive competition oriented situation it can be reflected that the development of the public transportation system is hindering in some extent. The current paper aimed at seeking the opportunities to provide the quality service that satisfies the customers and find out the possible solutions for the challenging issues We have used secondary data for the review of the current state of the public transportation and collected primary data in the field using mystery shopping and observation methods to better assess the real situation from the perspectives of the quality. In the first stage we had to learn detailed manner all routes of the public bus within the metropolitan area. By the first method we have sent groups of researchers to the districts they have never travelled by bus to experience the real service. By the second method the customer researchers once get on the bus they made observations on bus taking notes on arrival times and. stop time at each bus station and the number of passengers fully paid bus fare to understand and experience the real challenge an average passengers face to use the public transport Presently, sixty six companies serve the customers for 140 different routes using 2689 big, medium size and mini buses, electro buses and taxis. Public transportation system employs 4557 km route in five service types such as main, supporting, express, sub-urban and out-skirt districts. In 2013 262,8 mln passengers were served by public transport. By transportation means 1120 or 41 % was big and medium sized buses, 70 or 3 % was electro bus, 358 or 13% was mini bus, 727 or 27 % was taxi and 414 or 16 % was express buses served the customers. Figure 1 - The number of public transport in Ulaanbaatar (by 2014) According to the statistics, the number of routes in the city increased by 4 or 2,8 % compared to the previous year. Table 1 - Number of routes of the public transport (by 2013, 2014)
Notes:20141 – first quarter of 2014, А – bus , Т –electro bus ,ib – big capacity bus, bb – small capacity bus, 2014* - routes placed in the website of the public transportation authority in May 2014 By the customer enquiry data of the Public transportation authority in ten months in 2013 only 38 were appreciation out of 4426 enquiries. In average 23 enquiries are registered at the unit. Pareto analysis shows that 80 percent of the enquiries related with the quality of the service (see table 2 ). Table 2 - Enquiry data between January 01, 2013 – October 22, 2013
Source: Public transportation authority 2014 Figure 2 - Enquiry by Pareto analysis From above analysis two conditions can be concluded as the most problematic issues for the customers who need to study. What really happens? For better understanding the routes of the bus service we visited the website of the public transportation authority and selected the third route M:46. The route of the bus was given in smaller size picture with less pixel which can be enlarged. Understanding the routes was complicated and finding bus stations on the given map was more complicated. Researchers approached experienced customers asking to show certain bus stations on the route map, however it took 25-40 seconds to understand and find the asked location of the bus station. Also searching bus stations using the search window of the website was not really user-friendly. For instance to find the bus stations of the selected route we had to check more than 70 information pages which was time consuming and frustrating. Mystery shopping showed that bus stations located in the two sides of the road had different names and certain bus stations had only one stop or had no stop on the opposite side of the road and to reach the bus the customers have to walk. These facts demonstrate that the customers have a very limited access to information on bus route and even time schedule of the buses. There are not any time schedules are presented to the customers to better plan their time. Simplifying the route map seems very important for both experienced and inexperienced customers who use the public transport. To understand the complaints regarding the routes we conducted observation involving 12 students enumerators to conduct the field observation of 10 bus routes out 15 routes that pass by the National University of Mongolia. The enumerators used specially designed form to register the data and information obtained from drivers and ticket persons. Selected six routes were served by bus corporation, municipally owned business and four routes run by smaller business companies. Table 3 - Selected routes
Table 4 - Travel pattern at the observed sites
According to the observations the longest route among the selected ones was М:51 B Selbe resort- Shop #4 – Misheel expo which has route of 46.7 km. It can be observed the expected time of the travel differs significantly from one route to another one. For instance route number M-14 travelled longer than expected time of travel and exceeded 33 minutes. Also, route number M-8, M-11, M-14 and M-56B routes travelled longer than supposed time of arrival. In average all four buses exceeded the expected time arrival was 27.7 minutes. Observers noted that the main reasons for the delay served the traffic congestion. However, some of the buses in the selected routes had shorter time of the travel than estimated time of travel. For instance buses T:6, M-10, M-21, M:5, M51B travelled shorter time. In average they were 12 minutes ahead than expected time of arrival. Table 5 - Distance between stations and stop duration
The reasons for the shortening the time of the travel in the time of the travel served skipping bus stops in table 5) the route and shortening time of the stops at the terminals to catch up the scheduled time (see However, drivers are very much aware about the scheduled time and number of rotations as these aspects are most important indicators for the performance. Thus, their concern is time table. From the interview with the drivers and ticket persons we clarified certain unknown aspects of the performance evaluation. The game is progressing around on how to catch the time table and complete daily rotation numbers not serving the customers. Then interest of driver and customers completely differs in terms of providing and accessing the quality service. Another interesting issue observed in the buses was paying conditions of the passengers for the travel. Table 6 - Bus fare payment
During the observation in total 1179 passengers were served and 530 of them or 44,95% paid the fare. The remaining people had free- ride certifications granted by the government. It means half of the customers use the public transport free of charge and the companies have to compensate the income gap with the subsidy from the government. From this perspective, if they have no possibility to run their businesses in accordance with the market principle, then they have a little to change in the service that they offer for the customers. Then who will take care of the customers who have to use public transport? Should they follow the others consider buying a vehicle contributing ever growing traffic congestion? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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