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Title: A complete methodology for the quality control of passenger services in the public transport business
Authors: Yannis, Tyrinopoulos
Georgia, Aifadopoulou
Keywords: passenger transport
public transport
service quality
customer satisfaction
Issue Date: 2008
Publisher: EUT Edizioni Università di Trieste
ISTIEE Istituto per lo studio dei trasporti nell’integrazione economica europea
Citation: Yannis Tyrinopoulos, Georgia Aifadopoulou, "A complete methodology for the quality control of passenger services in the public transport business", in: European Transport / Trasporti Europei, XIV (2008) 38, pp. 1-16.
Series/Report no.: European Transport / Trasporti Europei
XIV (2008) 38
Abstract: The quality of the services provided to the passengers is synonymous with a wide range of characteristics of the transportation system, such as safety, on-time performance, accessibility, efficiency, and many others. Today, more and more public transport operators and associated bodies (e.g. ministries and supervising organizations) worldwide invest in quality control programs in order to assess and improve the services provided to the passengers. The paper provides an overview of the Methodology developed by the Hellenic Institute of Transport to assess the levels of quality and performance of public transport services. Key results from the application of this Methodology to the major public transport organization in Greece (OASA) are provided as a case study.
ISSN: 1825-3997
Appears in Collections:European Transport / Trasporti Europei (2008) 38/XIII

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