Complex Aspects Of Transport Quality
Author(s)
R. Raicu & S. Raicu
Abstract
Quality is the most synthetic, essential, and comprehensive attribute for the
performance of a transport system. For transport there are various descriptions
of the quality derived from service quality. Based on customers’ demand for
satisfaction, these descriptions emphasize aspects outside the transport system
framework; they regard the connections of the transport system with the natural
and socio-economic environment. The systemic presentation of the transport
quality is based on the dynamic \“demand-supply” equilibrium under the multiple
constraints imposed to the transport system by the socio-economic environment.
This paper outlines the fact that the particularities of the service quality as
opposed to the quality of the products can be the cause of more substantial
differences between the quality of presentation for service and products. The
methodology and terminology involved in the examination of the quality of
passenger transport is in accordance with the European norms in the field.
Similar to these we differentiate between the four connotations of the quality of a
passenger public transport service: those that give a measure of the customers’
and community satisfaction – the quality of the expected service, and the quality
of the perceived service; and the other two which give a measure of the level of
performance of the service providers - the quality of the planned transport
service, and the quality of the service provided in effect. The scope of this
research is broader than this framework; a more detailed examination of the four
aspects of quality mentioned above is performed. The causes generating gaps
between the different perceptions of quality are also analysed. The outcomes of
this research represent a useful tool for the development of quality management
initiatives in the passenger transport sector.
Keywords: transport quality, service quality, shell quality, core quality, total
quality management system.
Keywords
transport quality, service quality, shell quality, core quality, total
quality management system.
Related Book
Other papers in this volume
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