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- Publisher
- de Gruyter
- Copyright
- © 2020 Călin Deneş et al., published by Sciendo
- eISSN
- 1583-7149
- DOI
- 10.2478/aucts-2020-0005
- Publisher site
- See Article on Publisher Site
Abstract
AbstractThe paper introduces some considerations on theoretical aspects focusing on increasing the degree of customer satisfaction in the field of public transportation, aiming to improve public relation by augmenting satisfaction. Ensuing the introduction of certain general aspects of the issue, opportunities offered by the EN 13816 European norm are presented, the latter providing useful instruments for improving the quality of public transportation services (the quality loop and the ways of evaluation of internal and external quality of transportation services). Throughout the paper, there have been briefly introduced characteristic elements of the European norm, its objectives, the preconditions for the application of the norm mentioned and the benefits of its implementation.
Journal
ACTA Universitatis Cibiniensis – de Gruyter
Published: Dec 1, 2020
Keywords: customer satisfaction; public transportation; quality management