Resumen
When assessing the passenger service quality by consumers, trip time appear to be the most important, and time of waiting for transport appears to be the most dependent on the work organization. In a large city, when delays beyond the control of the driver often occur, the level of traffic regularity becomes lower, and passengers want to be sure that theirs trips will not take more time than it was expected. Therefore, it would be advisable to additionally use an estimate of reliability ? probability of transport arrival within the required intervals. The paper presents models of evaluation of the use and application of such quality indicators as regularity and reliability of transport. To improve the transport service quality, it is necessary to use the advanced tools of organization, management, monitoring, and coordination of passenger transportation.