Public passenger transport. Basic requirements and recommendations for systems that measure delivered service quality

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

scholarly journals A New Model for Defining the Criteria of Service Quality in Rail Transport: The Full Consistency Method Based on a Rough Power Heronian Aggregator

Symmetry ◽  
2019 ◽  
Vol 11 (8) ◽  
pp. 992 ◽  
Author(s):  
Đorđević ◽  
Stojić ◽  
Stević ◽  
Pamučar ◽  
Vulević ◽  
...  
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Rail Transport ◽  
Passenger Transport ◽  
Main Category ◽  
Persons With Disabilities ◽  
New Model ◽  
Customer Care ◽  
Consistency Method

The European standard on transport logistics and services in public passenger transport EN 13816 is based on a relationship between the perception of users and transport carriers throughout the groups of criteria taken as a basis for observation in this paper. The constant development and improvement of services in order to achieve sustainability of passenger transport is an imperative on the one hand and a challenge on the other. This is highly evident in persons with disabilities who are faced with many physical and social barriers related to access to rail transport. In this paper, a new model for the selection of criteria for the quality of passenger service in rail transport, from the perspective of persons with disabilities as the main category of passengers, has been created. The survey has covered 168 criteria classified in several groups and the entire territory of Serbia. In order to select the most important criteria, a new model that implies the integration of Full Consistency Method and a Rough Power Heronian aggregator has been developed. The development of a new aggregator enables more accurate decision-making in the process of group decision-making. The results obtained in this paper show that the most important criteria according to importance are Accessibility, Availability, Security, Time, Customer care, Information, Comfort, Environmental impact. Based on the criteria obtained for the service quality of rail transport for persons with disabilities, railway carriers will be able to change and improve the existing services, content, characteristics, equipment of railway stations and vehicles.

scholarly journals SERVICE QUALITY IN INTERCITY PASSENGER TRANSPORT AND AN APPLICATION

2017 ◽  
Vol 12 (2) ◽  
pp. 63-77
Author(s):  
Nuray Selma Özdipçiner ◽  
Seher Ceylan
Keyword(s):  
Service Quality ◽  
Passenger Transport
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