CONFIRMING THE POSITION OF SERVICE USERS BY THE MODEL OF E-BUSINESS IN RAIL TRANSPORT

Zoran Pavlović, Zoran Bundalo

Abstract


This paper presents a methodological procedure for researching the subject matter of determining the attitude of service users towards an innovative e-business model based on advanced internet technologies, with the main goal of increasing all segments of the quality of rail transport service. New business models of e-commerce in the field of railway transport, in addition to information possibilities, also provide communication, which creates preconditions for the realization of business activities for the procurement of e-tickets. Based on the traditional and scalable (extended) business model, the implementation process requires the physical access of the service user in the transport organization's facility to obtain the transport ticket. Also, the transport organization allocates certain funds for the salaries of employees and reducing the number of executors, i.e. of employees who communicate directly with service users, creates good preconditions for saving and investing in innovative models. The analyzed collected and processed data of the surveyed users based on testing the question and answer variables on the Belgrade-Vršac and back route, indicate a positive attitude towards the innovative e-commerce model, and another reason to imply a plan of modernization of the sales network and procurement of software for ERP business processes (Enterprise Resource Planning) system to modernize and improve the sales network. In the end, this improves the image of the railway organization in the business environment and creates a positive climate for increasing the quality of service and maintaining the expressed level of trust of service users.


Keywords


e-commerce, rail, customer service, customer attitude, integration of internet service

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References


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