Improving the service quality in public passenger transport by using information systems

• Autorzy: Kostolna M. , Konecny V.
• Języki publikacji: EN

Abstrakty

EN

Modal split between individual automobile transport and public passenger transport represents a ratio to 70:30 for individual transport. Long-term trend in Slovak republic is decrease in the number of passenger using public passenger transport. One of the possible determinants of passenger demand is service quality. Information is one of the important quality criteria. Information systems in passenger transport companies and information systems for passengers can improve service quality and stimulate passenger demand. In the one way operator should identify the requirements of passengers and in the other way these requirements should be filled with the maximum possible levels. Quality criteria information and punctuality are closely related. Punctuality is important for management of the transport operations and for passenger within the meaning of information about accuracy timetable. Implementation of information systems for passengers and respect for the latest trends can increase the quality of public passenger transport services in the Slovak republic. Raise of customer satisfaction should be the goal of each company, to ensure the sustainability of demand for public transport services.

Słowa kluczowe

EN

service quality; passengers; public transport; information systems; quality criteria; information; punctuality; customer satisfaction

PL

jakość usług; pasażerowie; transport publiczny; systemy informacyjne; kryteria jakości; informacja; punktualność; zadowolenie klienta

• Wydawca: Polskie Stowarzyszenie Telematyki Transportu
• Czasopismo: Archives of Transport System Telematics
• Rocznik: 2014
• Tom: Vol. 7, iss. 2
• Strony: 57--62
• Opis fizyczny: Bibliogr. 11 poz.

Twórcy

autor

Kostolna M.

• University of Žilina, Univerzitná 1, 01026 Žilina, Slovakia

autor

Konecny V.

• University of Žilina, Univerzitná 1, 01026 Žilina, Slovakia

Bibliografia

• [1] Gnap , J., Konečny V., Poliak M.: Application of information systems in road transport. Edis, University of Žilina (2007)
• [2] Chovanec , M.: Monitoring of public passenger transport vehicles, the actual situation in Slovak Republic, requirements for development. In: Miscellany from professional seminar for forwarders and operators: Toll and price calculation in transport 2014, Logistics monitor (2014)
• [3] Konečny, V., Gnap , J., Poliak , M.: Information systems in road freight transport and forwarding. Edis, University of Žilina (2014)
• [4] Konečny, V.: To efficiency of operation. In: Truck & Business: Quarterly journal for business strategy in road transport. Year. 4, no. 1 (2011)
• [5] Konečny, V.: Monitoring of vehicles in road freight transport. In: Miscellany from professional seminar for forwarders and operators: Toll and price calculation in transport 2014, Logistics monitor (2014)
• [6] Yearbook of Transport, Posts and Telecommunications the Slovak Republic, The statistical Office of Slovak Republic (2012).
• [7] Solution provider EMtest, http://www.emtest-sk.sk/ (accesed: 12.05.2014)
• [8] R&G S.A. Electronics and Precision Engineering Works, http:// www.rg.com.pl/rgplus/en/ (accesed: 12.05.2014)
• [9] STN EN 13816 – Transportation. Logistics and services. Public passenger transport. Service quality definition, targeting and measurement. Slovak Office of Technical standards, Bratislava (2003)
• [10] STN EN 15140 - Public passenger transport. Basic requirements and recommendations for systems that measure delivered service quality. Slovak Office of Technical standards, Bratislava (2006)
• [11] The Act No. 56/2012 Coll. on Road Transport (Slovak).