EN 13816
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DIN EN 13816 |
|---|---|
| Area | Transport - logistics and services |
| title | Public transport; Define, set performance targets and measure service quality |
| Brief description: | Customer satisfaction in passenger transport |
| Latest edition | 2002-07 |
| ISO | - |
The EN 13816 is the European standard for demonstrating the quality of service of transport companies in public transport . It is also published as the DIN standard DIN EN 13816 with the current edition July 2002.
Quality of the transport service to be provided
In EN 13816, quality is rated as the degree of customer satisfaction . Customer satisfaction is understood as the degree of correspondence between the service expected and required by the customer and the service provided by the transport company.
EN 13816 is based on the quality circle, which depicts the different perspectives of customers and providers. Another way of representing the quality circle is the Deming circle .
In order to be able to assess the service quality and thus make it comparable, the service quality is described using measurable quality criteria. The description takes place in the form of a transport contract . Deviations from the quality of service ordered to the quality of delivery can be regulated in bonus and malus regulations.
Quality criteria
The EN 13816 standard contains a catalog of eight quality criteria.
Availability
The spatial and temporal availability of products and services is specified and regulated in the transport contract (example: operating times of escalators and elevators ).
accessibility
Typical regulations for accessibility include barrier-free access to the infrastructure (example: barrier-free access for wheelchair users).
information
Systematic provision of information via a public transport system that makes it easier to plan and carry out a trip.
time
The time criterion deals with the travel time with the vehicle provided by the transport company (example: punctuality, securing connecting trips).
Customer care
This criterion regulates the type and scope of customer care before and during the journey (example: information desk, accompanying staff during the journey).
Comfort
The comfort specified in the transport contract defines the choice of vehicle and equipment for a connection (example: low-floor buses , air conditioning ).
safety
The definition of safety includes the issues of accident-free behavior and the prevention of crime. Freedom from accidents is ensured by the quality of the vehicles and the training of the drivers. Avoiding crimes requires safety equipment at train stations (cameras, emergency signal systems) and, if necessary, escorts during the journey.
Environmental influences
The definition of the environmental influences essentially controls the types and selection of the vehicles used (example: low-emission engines, buses with hydrogen propulsion).
Measurement of the quality criteria
There are measurement methods for every quality criterion. A distinction is made between the measurement of performance (e.g. punctuality can be determined using automatic methods) and the measurement of customer satisfaction (e.g. via customer surveys). The measurement of service quality can be determined by:
- Test customers (mystery shopping surveys)
- Customer Satisfaction Surveys
- Direct Performance Measures
The assignment of the measurement method to the quality criteria, the respective parameters and the assessment of whether a service is bad or good must be defined between the customer and the service provider.
Certification
The certification according to EN 13816 is carried out by an accredited and independent certification bodies such. B. TÜV or Quality Austria .
literature
- Hartwig Meier: Quality management in public transport . In: Schiefelbusch, Martin; Hans-Liudger Dienel (ed.): Customer interests in public transport. Consumer protection and consumer participation. Series of publications for traffic and technology. Erich Schmidt Verlag, Berlin 2009, p. 125 ff.
Web links
Individual evidence
- ^ Association of German Transport Companies (VDV): Customer orientation and quality management in transport companies , lectures at the 1996 annual conference, alba Fachverlag GmbH
- ^ Josef Becker, Henrik Behrens, Saskia Hollborn: Quality of local transport services , international transport (55) 1 + 2/2003 , Deutscher Verkehrs-Verlag