Please use this identifier to cite or link to this item: http://hdl.handle.net/10077/5965
Title: A complete methodology for the quality control of passenger services in the public transport business
Authors: Yannis, Tyrinopoulos
Georgia, Aifadopoulou
Keywords: passenger transportpublic transportservice qualitycustomer satisfaction
Issue Date: 2008
Publisher: EUT Edizioni Università di Trieste
ISTIEE Istituto per lo studio dei trasporti nell’integrazione economica europea
Source: 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.
Type: Article
URI: http://hdl.handle.net/10077/5965
ISSN: 1825-3997
Appears in Collections:European Transport / Trasporti Europei (2008) 38/XIII

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