Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement

2015 ◽  
Keyword(s):  
Service Quality ◽  
Passenger Transport ◽  
Transport Service ◽  
Transportation Logistics

scholarly journals Service quality management in public passenger transport

Tehnika ◽  
2020 ◽  
Vol 75 (4) ◽  
pp. 403-410
Author(s):  
Dragan Rajković ◽  
Saša Vasiljević
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Local Community ◽  
Quality Management System ◽  
Passenger Transport ◽  
Transport Service ◽  
Huge Number ◽  
Transport Services

One of the primary targets in performing and providing a transport service is the quality of that service. The procedure of working in transportation is specific, especially in public passenger transport, where the users or passengers are present in creating and providing the service. A huge number of methods and standards are available to the carrier in order to manage the service quality and customer satisfaction. The paper presents elements of quality management system (QMS) with focus on public passenger transport (PPT). Specific standards for the quality of passenger transport services EN 13816 and EN 15140 are also analyzed. Service quality measuring can be realized by users - passengers, carriers, mystery passengers, local community. The most commonly used method is survey. A selected review of PPT users customer satisfaction is provided at the end of the paper.

scholarly journals Analysis on Improving the Quality of Railway Passenger Transport Service

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Lihua Peng ◽  
Xinming Song ◽  
Yuxue Yang
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Market Competition ◽  
Quality Standards ◽  
Passenger Transport ◽  
Transport Service ◽  
Service Quality Management ◽  
Railway Passenger Transport ◽  
Railway Passenger

ABSTRACT It is an opportunity and a challenge for the railway passenger transport in China to serve the railway. In order to gain a firm foothold in the increasingly fierce market competition, the most important thing is to strengthen the passenger service quality management. This paper analyzes the current situation of railway passenger service quality, points out the difficulties and problems in the current railway passenger service, puts forward the main measures to improve the quality of railway passenger service, such as innovative service concept, ensure the quality of equipment, integrate passenger quality standards, Quality of passenger services.

Digital Technologies as a Factor of Transport Service Quality

2021 ◽  
Author(s):  
Marina A. Vasilenko ◽  
Elena L. Kuzina ◽  
Nikita A. Drozdov ◽  
Julia A. Tagiltseva ◽  
Marina A. Kuzina ◽  
...  
Keyword(s):  
Service Quality ◽  
Digital Technologies ◽  
Transport Service
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