Quality of Service Criteria in Integrated Passenger Transport Systems: An Overview

Urban mobility (UM) refers to the movement of people and goods within urban areas. It is a multidimensional and dynamic aspect of urban life. Everyday mobility is constantly increasing. Therefore, encouraging a modal shift from private vehicles to more sustainable modes such as public passenger transport (PPT) often motivates the implementation of measures that improve service quality. Implementing improvements in public transport service quality is often expected to positively affect the demand for PPT. Therefore, quality of service (QoS) represents the basic criteria for the provided service. The European Standard EN 13816:2002 states the requirement to define, set a goal and measure the quality of service in PPT. It also provides guidelines for selecting appropriate measurement methods for determining the quality of service. Integrated passenger transport systems (IPTSs), because of their complexity and specificity (unified fare system, integrated and harmonised timetable, unified ticketing system and information system), should have different criteria levels. The current standard does not define specific criteria for IPTSs. Improving QoS criteria in IPTSs is essential for enhancing user satisfaction, making them more attractive, efficient and sustainable. This paper should determine basic QoS criteria for IPTSs.