UNE-EN 13816:2003
Current
The latest, up-to-date edition.
Transportation - Logistics and services - Public passenger transport - Service quality definition, targeting and measurement
Hardcopy , PDF
Spanish, Castilian, English
17-01-2003
Foreword
Introduction
1 Scope
2 Terms and definitions
3 Methodology
3.1 The quality loop
3.2 Quality criteria
4 Requirements for service quality
4.1 Compliance
4.2 Quality management
4.3 Service quality definition
4.4 Service quality measurement
5 Recommendations
5.1 Commitment between participating parties
5.2 Allocation of responsibilities
5.3 Other quality management tools
Annex A (informative) Quality criteria
Annex B (informative) Glossary of Terms pertinent to
Public Passenger Transport
Annex C (informative) Guidance Notes on Performance and
Satisfaction Measurement
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