Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

The purpose of this paper was to assess the level satisfaction passengers using public transport services in Wrocław and identify quality characteristics that service provider needs improve if it wants increase overall its services. passenger survey conducted according stages developed procedure outlined article. In pursuit stated goal, CSI IPA were used. main measurement tool used a questionnaire. on sample 500 respondents, which allows us trust results at 95%, assuming an “estimation error” ± 5%. A total 14 demands selected evaluate provided by MPK Wrocław. Statistical analysis data carried out Statistica 13.3 software functions commands available Microsoft Excel. obtained allowed conduct detailed related Wrocław’s transport. These should be urban organisers operators shape their offerings, primarily terms increasing This is very important since is, among other things, mass determines life residents, as well conditions for economic development network.