1、ICS 01.040.03; 03.220.01Transport Logistik und Dienstleistungen ffentlicher Personenverkehr Definition, Festlegung von Leistungszielen und Messung der ServicequalittEuropean Standard EN 13816 : 2002 has the status of a DIN Standard.National forewordThis standard has been prepared by CEN/TC 320 Trans
2、portation Logistics and services (Secretariat:Denmark).The responsible German body involved in its preparation was the Normenausschuss Gebrauchstauglichkeitund Dienstleistungen (Usability, Performance and Services Standards Committee), Technical Committeeffentlicher Personenverkehr.Ref. No. DIN EN 1
3、3816 : 2002-07English price group 16 Sales No. 111611.02DEUTSCHE NORM July 2002EN 13816Continued overleaf.EN comprises 33 pages. No part of this standard may be reproduced without the prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the
4、 exclusive right of sale for German Standards (DIN-Normen).Transportation Logistics and servicesPublic passenger transport Service quality definition,targeting and measurementEnglish version of DIN EN 13816English versionICS 01.040.03; 03.220.01Descriptors:Transportation Logistics and servicesPublic
5、 passenger transport Service quality definition,targeting and measurement 2002. CEN All rights of exploitation in any form and by any meansreserved worldwide for CEN national members.Ref. No. EN 13816 : 2002 ETransport Logistik undDienstleistungen ffentlicherPersonenverkehr Definition,Festlegung von
6、 Leistungszielenund Messung der ServicequalittThis European Standard was approved by CEN on 2001-12-30.CEN members are bound to comply with the CEN/CENELEC Internal Regulationswhich stipulate the conditions for giving this European Standard the status of anational standard without any alteration.Up-
7、to-date lists and bibliographical references concerning such national stand-ards may be obtained on application to the Management Centre or to anyCEN member.The European Standards exist in three official versions (English, French, German).A version in any other language made by translation under the
8、 responsibility of aCEN member into its own language and notified to the Management Centre hasthe same status as the official versions.CEN members are the national standards bodies of Austria, Belgium, the CzechRepublic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy,Luxembourg,
9、Malta, the Netherlands, Norway, Portugal, Spain, Sweden,Switzerland, and the United Kingdom.EN 13816April 2002Management Centre: rue de Stassart 36, B-1050 BrusselsEuropean Committee for StandardizationComit Europen de NormalisationEuropisches Komitee fr Normung|Transport Logistique et services Tran
10、sport public de voyageurs Dfinition de la qualit de service,objectifs et mesuresPage 2EN 13816 : 2002Glossary of terms pertinent to public passenger transportGuidance notes on performance and statisfaction measurementPage23445578889999910111420Page 3EN 13816 : 2002Page 4EN 13816 : 2002Page 5EN 13816
11、 : 2002Page 6EN 13816 : 2002Page 7EN 13816 : 2002Page 8EN 13816 : 2002Page 9EN 13816 : 2002Page 10EN 13816 : 2002Page 11EN 13816 : 2002Level 1 Level 2 Level 31. Availability2. Accessibility1.1 Modes1.2 Network1.3 Operation1.4 Sultability1.5 Dependability2.1 External interface2.2 Internal interface2.
12、3 Ticketing availabilityPage 12EN 13816 : 20023. Information4. Time5. Customer care3.1 General information3.2 Travel informationnormal conditions3.3 Travel informationabnormal conditions4.1 Length of trip time4.2 Adherence to schedule5.1 Commitment5.2 Customer interface5.3 Staff5.4 Assistance5.5 Tic
13、keting optionsPage 13EN 13816 : 20026. Comfort6.1 Useability of passengerfacilities6.2 Seating and personal space6.3 Ride comfort6.4 Ambient conditions6.5 Complementary facilities6.6 Ergonomy7. Security7.1 Freedom from crime7.2 Freedom from accident7.3 Emergency management8. Environmental impact 8.1
14、 Pollution8.2 Natural resources8.3 InfrastructurePage 14EN 13816 : 2002Glossary of terms pertinent to public passenger transportPage 15EN 13816 : 2002Page 16EN 13816 : 2002Page 17EN 13816 : 2002Page 18EN 13816 : 2002Page 19EN 13816 : 2002Page 20EN 13816 : 2002Guidance notes on performance and satisfaction measurementPage 21EN 13816 : 2002Page 22EN 13816 : 2002Page 23EN 13816 : 2002Page 24EN 13816 : 2002Page 25EN 13816 : 2002Page 26EN 13816 : 2002Page 27EN 13816 : 2002Page 28EN 13816 : 2002
