Abstract
The paper deals with the problem of service quality, quantification of the level of quality and evaluation of service quality in freight road transport companies. The impact of the transport service quality on the performance of road freight transport is necessary to quantify a level of service quality but also define and objectively evaluate the performance of road freight transport with the help of an appropriate set of performance indicators and methods. For examining relation and quantification of the transport service quality impact in road freight transport it is necessary to apply the appropriate method. This paper includes practical application of particular method, as well.
Highlights
The evaluation of transport service quality should be objective assessment of the quality on the basis of real parameters
The performance of road freight transport may be established through Key Performance Indicators, known as KPIs or Key Success Indicators (KSI), help an organization define and measure progress towards organizational goals
The results showed that only 74 companies have Quality Management System (QMS) and only half of them have valid certificate EN ISO 9001 to March 2014
Summary
The evaluation of transport service quality should be objective assessment of the quality on the basis of real parameters. The level of criteria impact on service quality will be expressed. Implementation of the EN ISO 9000 defined as a set of quality standards that are determined as being necessary for manufacturers and service organizations to be effective competitors can be used by management of the companies to improve performance and higher quality output. There is not any set of quality standard which deals with the service quality in the freight road transport. The general quality criteria and specific criteria for each kind of goods will be proposed on the basis of standards in the urban transport and data of Police Department in Slovak Republic (PPZ SR) in the future research. The research results in the Slovak companies confirm the certificates impact indicators of effectiveness and the weakest effect on economic indicators
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