Abstract:

The aim of the article is to present a synthetic presentation of selected areas of quality improvement in the analysed public transport organizations. It tries to define applied quality improvement models, determinants of applied improvements and the role of customer satisfaction measurements. The author also shows methods of quality assessment and analysis of the collected data, which are helpful in the process of shaping customer service. The article also indicates the criteria for assessing the quality level of services provided by public transport. The goal settled by the author has required a review and analysis of scientific achievements as well as empirical research.