Customer: Aristotle University of Thessaloniki

Duration: July 2000 – June 2001

The aim of this research programme was the creation of a ”Complete System of Quality Monitor”, which includes the collection, the processing and the quantitative analysis of the data and enables OSE:
• To evaluate, for a specific time period in the past, the quality of the provided services to the passengers (actual evaluation).
• To forecast, for a future period or for a specific future year, the quality standard of its services provided to the passengers (theoretical evaluation).
• To estimate for two or more time periods in the past their differences compared with specified targets in order to evaluate the effectiveness of the measures which had being set for the defined services (comparative evaluation).
The ”Complete System of Quality Monitor” consists of four stages, which are as follows:
Α. The definition of the ”Service Quality Indicators”. They comprise the main part of the system and reflect for each of the pre-mentioned parameters the quality standard of the service provided to the passengers.
Β. The organization of the procedure of the collection and registry of the data, which is requested for the mathematical formulas defined.
C. The creation of software, with scope to register, and to process the data in order the indicators to be estimated
D. The implementation of the procedure of how the indicators are estimated for the present and for the future (forecast).

Role of TREDIT:
– Review of international experience.
– Survey of users
– Determine direct and indirect indicators of passenger service quality.
– Develop a system of time-analysis for the indicators.
– Collection of data for indicators for the year 2000 and determine indicators for the years 2001 and 2002.