Transport. Logistics and Services. Public Passenger Transport. Definition of Service Quality, Objectives and Measurement

This document establishes a comprehensive framework for defining, setting objectives, and measuring service quality within the realm of public passenger transport. It provides standardized terminology to ensure consistency across the logistics and service sectors, facilitating clearer communication between operators, regulators, and the traveling public. The guidelines focus on key performance indicators relevant to the passenger experience, covering aspects such as reliability, accessibility, information provision, and customer interaction. By outlining specific measurement methodologies, the text enables entities to assess their current performance levels and identify areas for improvement systematically. This approach supports the harmonization of service standards within the region, promoting interoperability and mutual recognition of quality assessments. It serves as a reference tool for organizations aiming to benchmark their operations against established criteria for excellence in public transportation services.