Achieving the appropriate level of quality of transport service is an essential prerequisite for the provision of transport services. Measuring passenger satisfaction is considered the most effective feedback, given that it provides effective, direct, meaningful and objective customer wishes and expectations. Therefore, assessing the quality of the transport service by measuring passenger satisfaction is one of the most important issues pertaining to the business decisions of the companies for road transportation, which is justified by the philosophy of customer orientation and the main principles of continuous improvement of the modern enterprise. In fact, measuring passenger satisfaction is one of the five major functions of management science that enables understanding, analysis and improvement. In this way, passenger satisfaction is a fundamental standard of performance and a possible standard of excellence for any company for road transportation. In this doctoral thesis has been developed a hybrid model for assessment the quality of transport service in road intercity line passenger transport by the method of measuring passenger satisfaction. The model VAZP (multi-criteria passenger satisfaction analysis) uses a analytical hierarchical process (AHP), based on a disaggregated approach and linear programming modeling. The main advantage of the VAZP approach is that it respects the qualitative form of rating and passenger preferences expressed in passenger satisfaction. The research is based on data obtained from a survey of passenger satisfaction with the quality of transport service in road intercity line passenger traffic. The results of the research are described using numerical values and are graphically represented using descriptive statistical analysis. Using the Expert Choice software tool and sensitivity analysis, the differences between the achieved quality level of the transport service of individual road carriers are analyzed and determined, and the possible improvements in the business are proposed to gain competitive advantage in the transport services market. This ability to qualitatively represent passenger's judgments and preferences makes model VAZP a suitable tool for assessing the quality of passenger satisfaction and evaluating the quality of services in the passenger transportation sector, as well as strategically positioning and gaining a competitive edge in the transportation services market.