A comparative study of performance measurement standards of railway operator

Abstract

© The Authors, published by EDP Sciences, 2017. The European standard (EN 13816), is one of the widely accepted standards for measuring the quality of public passenger transport (PPT) service. EN 13816 indicates 8 measurement criteria, 29 sub-criteria and 193 Key Performance Indicators (KPIs) to be used to measure the performance of railway operators. Nowadays, there are other addition criteria beyond EN13816, developed by various organisations. This research firstly aims to explore the service performance measurement of railway operators used by actual railway operators at international level and in Thailand. After an intensive review of performance measurement standards, 9 standards are compiled and compared in terms of criteria, sub-criteria and KPIs using a cluster analysis methodology. The result found additional performance measurement aspects at 2 sub-criteria and 91 KPIs in addition to EN 13816. This research summarized and compared different performance measurement standards to measure service quality of metro rail line.