@INPROCEEDINGS{Chojnacka2021:i6797,
	author="{Chojnacka, Małgorzata}",
	title="{Quality In Customer Service on The Example of Selected Public Transport Organizations}",
	year="2021",
	type="rozdział w monografii naukowej / referat",
	language="en",
	booktitle="{Innovation Management and Sustainable Economic Development in the Era of Global Pandemic : Proceedings of the 38th International Business Information Management Association Conference (IBIMA), 23-24 November 2021, Seville, Spain}",
	series="{Proceedings of the ... International Business Information Management Association Conference}",
	pages="8711--8715",
	url="https://u.pcloud.link/publink/show?code=kZwFVlXZ9ukPs6dRGP8dOX1cGNDWtQIrVnBk#folder=11305804991&tpl=publicfoldergrid",
	keywords="Quality Improvement, Public Transport, Customer Service",
	abstract="{The aim of the article is to present a synthetic presentation of selected areas of quality improvement in the analysed public
transport organizations. It tries to define applied quality improvement models, determinants of applied improvements and
the role of customer satisfaction measurements. The author also shows methods of quality assessment and analysis of the
collected data, which are helpful in the process of shaping customer service. The article also indicates the criteria for
assessing the quality level of services provided by public transport. The goal settled by the author has required a review
and analysis of scientific achievements as well as empirical research}",
}