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TRANSPORTATION - LOGISTICS AND SERVICES - PUBLIC PASSENGER TRANSPORT - SERVICE QUALITY DEFINITION, TARGETING AND MEASUREMENT

Available format(s)

Hardcopy , PDF

Language(s)

English

Published date

01-01-2002

Publisher

National Standards Authority of Ireland

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For Harmonized Standards, check the EU site to confirm that the Standard is cited in the Official Journal.

Only cited Standards give presumption of conformance to New Approach Directives/Regulations.

Foreword
Introduction
1 Scope
2 Terms and definitions
3 Methodology
  3.1 The quality loop
  3.2 Quality criteria
4 Requirements for service quality
  4.1 Compliance
  4.2 Quality management
  4.3 Service quality definition
  4.4 Service quality measurement
5 Recommendations
  5.1 Commitment between participating parties
  5.2 Allocation of responsibilities
  5.3 Other quality management tools
Annex A (informative) Quality criteria
Annex B (informative) Glossary of Terms pertinent to
        Public Passenger Transport
Annex C (informative) Guidance Notes on Performance and
        Satisfaction Measurement

Describes the requirement to define, target and measure quality of service in public passenger transport (PPT), and provides guidance for the selection of related measurement methods.

DocumentType	Standard
Pages	40
PublisherName	National Standards Authority of Ireland
Status	Current

Standards	Relationship
DIN EN 13816:2002-07	Identical
EN 13816:2002	Identical
UNI EN 13816 : 2002	Identical
UNE-EN 13816:2003	Identical
BS EN 13816:2002	Identical