A Study on Enhancing Railway Passenger Service Quality Management in Mongolia

다국어 초록 (Multilingual Abstract)

This study investigates the current state of quality management in Mongolia’s railway passenger services and explores approaches for improvement.

목차 (Table of Contents)

• TABLE OF CONTENTS
• CHAPTER 1: INTRODUCTION 1
• 1.1 Background and Significance 1
• 1.2 Research Problem Statement 6
• 1.3 Research Objectives 6
• 1.4 Research Questions 7
• 1.5 Structure of the Thesis 7
• CHAPTER 2: LITERATURE REVIEW 9
• 2.1 Theoretical foundations of service quality (TQM, SERVQUAL, ISO 9000) 9
• 2.2 International best practices in railway passenger service 37
• 2.3 Previous Research on service quality management in Mongolia’s railway 43
• 2.4 Research gap and conceptual framework 48
• CHAPTER 3: RESEARCH METHODOLOGY 50
• 3.1 Research Design 50
• 3.2 Data Collection Methods (Surveys, Interviews) 51
• 3.3 Data Analysis Techniques 57
• CHAPTER 4: FINDINGS AND ANALYSIS 63
• 4.1 Current Situation of Railway Passenger Services in Mongolia 63
• 4.2 Results from surveys and interviews 63
• 4.3 Analysis Using Service Quality Models (SERVQUAL) 65
• 4.4 Identified Challenges and Improvement Needs 66
• CHAPTER 5: DISCUSSION 67
• 5.1 Policy Reco3mmendations based on the TRIZ methodology 67
• 5.2 Policy Recommendations 68
• CHAPTER 6: CONCLUSION 71
• 6.1 Summary of key findings 71
• 6.2 Contributions of the Study 73
• 6.3 Limitations of the Research 74