Review article
https://doi.org/10.17818/NM/2015/SI7
The Quality of Service in the Public Transport and Shipping Industry
Ondrej Stopka
orcid.org/0000-0002-0932-4381
; Department of Transport and Logistics Institute of Technology and Business České Budějovice, Czech Republic
Ivana Šimková
; Department of Research and Development Transport Research Institute, Slovakia
Vladimír Konečný
orcid.org/0000-0002-2606-7890
; Department of Road and Urban Transport Faculty of Operation and Economics of Transport and Communications University of Žilina, Slovakia
Abstract
This paper deals with the quality system in public transport and the shipping industry. The quality in transport is a significant determinant of the demand. It is an important tool for customer retention and it also has effects on the performance and economic results of the organization in the competitive environment. The increasing level of
satisfaction must be one of the main objectives of each organization. The purpose of quality standards in public transport and the shipping industry implementation, as well as the example of measuring customer satisfaction in public transport,will be shown in this article. The questionnaire will be used and those results will be compared with the real value (the measurement of quality criteria in real conditions).
Keywords
quality management system; public transport; shipping industry; satisfaction; service
Hrčak ID:
146754
URI
Publication date:
7.10.2015.
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