Analiza jakości usług transportowych świadczonych przez Komunikacyjny Związek Komunalny Górnośląskiego Okręgu Przemysłowego

This article presents the results of research on the satisfaction of passengers using transport services provided by KZK GOP – from polish language – Communal Communications Association of the Upper Silesian Industrial District, in which the author participated. The aim of the article is to present the opinion of the examined group of passengers about the degree of satisfaction with the use of public transport services offered by KZK GOP. Passenger satisfaction has been checked using the diagnostic survey method. The survey involved 987 respondents who were asked questions on various levels of KZK GOP functioning. The overall quality of KZK GOP’s public transport quality was not good. The article provides detailed study of results in terms of 6 issues: safety, tickets, ŚKUP cards, travel comfort, KZK GOP employees and information system.