The quality standardization in suburban bus transport by the transformation of the service quality loop

The article is dealing with the standardization of quality level in total approach it means the transformation of the service quality loop by STN EN 13816. The quality loop reflects the rating of the service provided from the point of view of the customer as well as from the operators (authorities) point of view. Individual quality aspects are closely related. The aim is to minimize the differences between the expected and the provided quality in order to stabilize the passenger demand. The article includes the possible approaches and methods for determining the standard service quality level in suburban bus transport which are based on the results of real measurements in Zilina self-governing region in specific years. (C) 2019 The Authors. Published by Elsevier B.V.