Public transport system and its challenges for sustainability

This paper deals with the quality of transportation services in public transport system. There is an overview of how to apply total quality management in this field. Looks at customer dissatisfaction by focusing on the events, which provide the source of the dissatisfaction and complaints. Uses data from research in public transport. Customer experience, customer dissatisfaction and customer complaints have not previously been studied to any greater extent in public transport research. Interest in this type of study has increased, however, perhaps as a result of customer focusing and increased attention to quality for passengers. Increased competition no doubt plays an important role as well. Quality improvement is a continuous process and providing public transportation services the key issues should be staff knowledge and understanding of customer needs, service provided, current possibilities and its limits. Only continuous focus on improvement of total quality will help the transport company to be the leader in a highly competitive market.