Ocena jakości usług w transporcie zbiorowym na przykładzie Białostockiej Komunikacji Miejskiej

In modern world the quality of services is a major determinant of competitiveness. The quality of public transport affects the demand for services and the number of customers. The concept of quality is a complex concept, encompassing all components of both services as well as the entire management process. In order to assess the quality of services, companies should carry out relevant studies. The aim of this study was to assess the satisfaction of passengers using the services of the Białystok Public Transport.