Modeling the interaction of service quality indicators and key performance indicators in a single network technological process of a transport holding

The article is devoted to modeling the interaction of service quality indicators and key performance indicators (KPIs) within the framework of a Single Network Technological Process (ESTP) of freight rail transportation. The authors consider a systematic approach to the management of a transport holding company, focusing on eliminating contradictions between functional divisions units and increasing customer satisfaction. To analyze the identified "gaps", the Zeithaml Gap model is used, which allows assessing discrepancies between consumer expectations and the actual quality of services. The article suggests solutions to minimize these gaps, including the optimization of the ESTP, the introduction of digital technologies and the modernization of infrastructure. Special attention is paid to the integration of the holding's strategic goals with operational KPIs, which contributes to increasing economic sustainability and competitiveness. The results of the study can be useful for transport companies seeking to improve the quality of service and management efficiency.

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