SOME THOUGHTS ON SERVICE QUALITY MEASUREMENT The STCP Case Study
نویسندگان
چکیده
The effective service quality management requires the implementation of policies, which can be translated to concrete and measurable goals. The aim of this paper is to share some thoughts regarding service quality measurement at a transport operator, the STCP Sociedade de Transportes Colectivos do Porto, SA (Portugal). In our discussion we call attention to the importance of the choice of the measures, and to the integration of different quality indicators, its continuous assessment, and its comparative analysis with the predefined goals. The STCP case provides ground to discuss some points emphasised by the quality literature by showing the evolution of an implementation process in a real case.
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