# Quality of Service Criteria in Integrated Passenger Transport Systems: An Overview
## 4 Public Passenger Transport Service Quality
### Quality of Service in Public Passenger Transport  
Quality of service (QoS), in the context of public transport, refers to the level of service provided to customers. It focuses on meeting customers' needs and expectations to encourage greater use of public transport. Improving QoS is essential for attracting new customers, reducing traffic congestion and promoting sustainable mobility. QoS serves as a framework for describing or measuring the overall performance of transport services, particularly from users' perspectives. To ensure that PPT remains a viable alternative to the increasingly prevalent individual transport, particularly in road networks, achieving and maintaining high-quality standards is essential. QoS plays a crucial role in influencing transport demand. EN 13816 is a European standard for public transport services. The document outlines necessary standards for QoS that PPT providers are required to offer to their customers. It establishes a comprehensive set of indicators and criteria for evaluating QoS, which transport providers can apply to evaluate their performance and identify areas that require enhancement. The primary objective of the standard is to encourage a quality-oriented approach to PPT service performance, prioritising the needs and expectations of the customers. Customers' views of PPT service quality are concerned with the following [24]:  
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Accessibility refers to the ease with which passengers can use the service, including internal movement and transfer to other PPT modes. It implies the possibility of buying a ticket on/off the PPT network and its validation. Also, an external connection to all groups of potential users must be ensured. Information covers the area about quality and availability of information provided to customers. Systematic provision of knowledge about a PPT system is necessary to assist in the planning and execution of journeys. The category includes information about route, time, fare and available alternatives in case of emergency circumstances. Category time is described by the length of trip time, which consists of trip planning, access/egress points on the network and of the in-vehicle travel time. Adherence to schedule is outlined by accuracy and regularity of the timetable. Customer care elements are introduced to affect the closest practicable match between the standard service and the requirements of any individual customer. Also, it refers to the quality of interaction between the transport provider and the passengers, including the behaviour, helpfulness and skills of staff, handling of complaints, overall customer service and ticketing options. Comfort includes criteria introduced for the purpose of making PPT journeys relaxing and pleasurable. The category represents ease of passenger movement and physical comfort in the vehicles and waiting areas, such as seating, cleanliness, temperature control and noise levels. Security covers the safety and security of PPT users, including measures to prevent accidents, crime and harassment and the presence of security personnel and surveillance systems. It also includes emergency management, facilities and plans. It expresses a sense of personal protection experienced by customers. Environmental impact is described as an impact on the environment resulting from the provision of PPT services. It is defined by the impact on pollution, natural resources and infrastructure, as well as emissions, noise, pollution, vibration and energy efficiency. There are few studies on the quality of PPT, especially in the cases of specific transport modes [25; 26]. Most studies approach QoS of transport modes in certain geographic areas [27] or specific groups of users [28]. Innovative approaches in PPT can significantly enhance QoS by addressing common issues such as inefficiency, overcrowding, delays and passenger dissatisfaction.