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

Available format(s)

Hardcopy , PDF

Language(s)

English, German

Published date

01-01-2002

Publisher

German Institute for Standardisation (Deutsches Institut für Normung)

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

Specifies 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	36
PublisherName	German Institute for Standardisation (Deutsches Institut für Normung)
Status	Current

Standards	Relationship
UNI EN 13816 : 2002	Identical
UNE-EN 13816:2003	Identical
NF EN 13816 : 2002	Identical
EN 13816:2002	Identical
NS EN 13816 : 1ED 2002	Identical
BS EN 13816:2002	Identical
NBN EN 13816 : 2002	Identical
SN EN 13816 : 2002	Identical
I.S. EN 13816:2002	Identical
NEN EN 13816 : 2002	Identical