Improving services and sustainability through better jobs and democracy

Quality in public transport

The standard definition of service quality is the extent to which a service meets its customers’ expectations.

That is a useful definition in public transport  — but only up to a point.

Public transport not only provides a service to its ‘customers’ but also benefits the whole of society and helps to protect and improve the environment.

  • It contributes to economic development by enabling markets to function and getting people to work.
  • It supports social justice by providing affordable access to jobs, services and amenities.
  • It makes cities more sustainable by polluting less than private motorised transport.

But it only achieves those benefits to the whole of society if people are able to use it and want to use it. So a good transport system is made up of  good transport services, and both require good employment and good management.