UNI EN 13816 : 2002

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