A complete methodology for the quality control of passenger services in the public transport business

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.