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首页> 外文期刊>International journal of productivity and quality management >A framework to measure transit service quality areas to be managed
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A framework to measure transit service quality areas to be managed

机译：衡量待管理的过境服务质量区域的框架

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This paper addresses the development of public transportation quality management programmes in Europe, building on the theoretical framework of the EN 13816 standard, and is potentially helpful to transit operators for measuring and diagnosing quality areas concerning service attributes. The 'new' framework: 1) provides guidelines for the selection of the attributes and the data collection and processing techniques related to desired, targeted, delivered and perceived quality areas; 2) integrates the perspectives of both operators and users in a unifying manner (e.g., measuring the same quality attribute in objective and subjective ways), evaluating quality from the passenger's perspective; 3) allows the EN 13816 'quality loop' to be closed through concurrent analysis of four resulting gaps between the quality areas. To our knowledge, these issues have never been addressed in a single study. Therefore, the study manages to address a relevant weakness in transit literature. Application of the framework is illustrated using data from an Italian bus operator, collected on a high-frequency route. It provides transit operators with a ready-to-use tool to monitor quality areas in need of improvement and can be generalised to services other than transit.
机译：本文以EN 13816标准的理论框架为基础，探讨了欧洲公共交通质量管理计划的发展，并可能对公交运营商测量和诊断与服务属性有关的质量区域有所帮助。 “新”框架：1）为与期望，目标，交付和感知质量领域相关的属性选择以及数据收集和处理技术提供指南； 2）以统一的方式整合运营商和用户的观点（例如，以客观和主观的方式衡量相同的质量属性），从乘客的角度评估质量； 3）通过同时分析四个质量区域之间的结果差距，可以关闭EN 13816“质量循环”。就我们所知，这些问题从未在单个研究中得到解决。因此，该研究设法解决过境文学中的一个相关弱点。通过在高频路线上收集的来自意大利公交运营商的数据，说明了该框架的应用。它为运输运营商提供了一个随时可用的工具，以监视需要改进的质量区域，并且可以推广到除运输以外的其他服务。

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