| Issue |
E3S Web Conf.
Volume 534, 2024
International Scientific and Practical Conference Innovations in Construction and Smart Building Technologies for Comfortable, Energy Efficient and Sustainable Lifestyle (ICSBT 2024)
|
|
|---|---|---|
| Article Number | 01022 | |
| Number of page(s) | 12 | |
| DOI | https://doi.org/10.1051/e3sconf/202453401022 | |
| Published online | 10 June 2024 | |
Formation of principles of a customer-oriented approach by transport enterprises in conditions of sustainable development
1 National Aviation University, 030580 Liubomyra Huzara Ave. 1, Kyiv, Ukraine
2 Lutsk National Technical University, 43018 Lvivska Str. 5, Lutsk, Ukraine
* Corresponding author: zarina_www@ukr.net
The article examines the content and process of forming the principles of a customer-oriented approach to the management of transport enterprises in the context of sustainable development. The author’s definition of the concept of “principles of a customer-oriented approach to the management of transport enterprises” is given on the basis of its understanding as strategic and tactical areas of activity aimed at maximizing the satisfaction of customers’ needs and expectations through the use of digital technologies and innovative approaches. The key principles of a customer-oriented approach to managing transport enterprises in the context of sustainable development are developed, among which the following are highlighted: understanding customer needs; personalization of service; interaction at all stages; digital transformation of processes; data analysis and forecasting; creation of a digital environment; training and development of personnel; culture of service and open communication; continuous analysis and improvement; focus on the sustainability of relations, etc. The author’s own model of digital transformation of transport enterprises using the principles of a customer-oriented approach is proposed. A generalized characterization and impact on the processes of customer focus of individual digital technologies for managing customer relations of transport enterprises is presented.
© The Authors, published by EDP Sciences, 2024
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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