System of quality evaluation for public transport operation in Krakow city

Starting on 1996, the set of quality parameters have been introduced into the formalised procedures of contracting for urban public transport service between Municipality of Krakow and Public Transport Company. Applied assessment system covers 84 check points, which are passed by tramways and buses. The departure time and occupancy of each vehicle are there recorded. The range of measurements covers all types of days, periods of days, months and checkpoints. Special algorithm to create the fully statistically representative sample has been introduced. The set of quality factors expresses: punctuality, regularity, unreliability of operation and discomfort, which depends on the density of passengers in vehicles. All factors, including original ones have been described. The set of aggregated their values have been given for the period 1996-2003. The tendency in progressive improvement all the factors in spite of increasing congestion can be seen.