4 Service Supply Flashcards
objective of service supply
to achieve a functional service design to fulfill clients’ transport requirements
long term planning -> short and medium term projects
comprehensive service =
keep it simple:
- network including interchanges
- timetables with regular & frequent headways
- passenger information
- multimodal fares
Things to take into consideration:
- network structure
- suburban network
- tram network
- network density vs frequency
- connectivity of rail and bus
- routing and frequencies
- park & ride vs bus feeder
- passenger information at sports, outside of strain sets, outside and inside
- different corridor service patterns
A PT adequate offer
tariff simple and unified –> but not at a low price!
National tariff unique which include all modes on the same trip
regional tariff
throughout 19 communities
tariff which offer the same degree of transport for bus & trains, in urban zones, suburban and rural
GA halbtax
GA: 6.5% of population
Half fare: 34%
PT service quality
From reactive to proactive approach:
Customer and staff satisfaction
implementation difficult (simultaneous production and consumption with multiple time and space constrains)
Depends also on infrastructure capability
Quality Management DIN EN 13616
Standard valid all over Europe for proving the quality and ability of PT companies carrying passengers
Promoting PT quality by taking into account transport customer requirements and expectation
agreement about service delivery including measurement and elimination of deficits
System for measuring quality
how measure it?
Customer satisfaction
Checklist for required quality standard
checklist for delivered services quality
Expected services quality
service quality level explicit / implicit expected form client perspective
Intended service quality
service quality level to be provided by PT companies depending from:
- customer expectation
- external / internal musts
- financial and technical circumstances
- competitors performance
Delivered services quality
quality level achieved during service delivery from customer’s perspective
Awareness of service quality by customers
Depend on individual experience including information about the service quality –> questionnaire
Influence and interaction of service quality
Gap between expected and intended quality = result of transportation company’s effort to take into account customers’ requirements.
measuring the performance of service providers to reach quality targets
