Enhancing service quality in public transport systems

Abstract

Public transport systems face the challenge of attracting users to fight the lost in market share, mostly due to the increasing use of private cars. Therefore, the concepts of 'quality' and 'customer' must change and the focus must be on meeting peoples needs. At the same time, transport systems should be flexible enough to respond to changes in peoples requirements and needs. Thus, the aim for public transport must be enhancing quality of the service. This requires a clear understanding of travel behaviour and consumer needs and expectations. Accordingly, there is an increasing awareness of the importance of including service quality indicators and quality specifications in contracts between operators and public transport authorities. The development of quality measures in the designing of contracts for public transport raises important aspects that must be considered. This paper examines issues concerning the definition of service quality measures for public transport. This will give a better understanding of pertinent questions and of improvement strategies open to public transport management. Next, it outlines some critical aspects that must be considered when including such measures in contracts between operators and public transport authorities.