Considering the increased mobility of passengers, transportation by bus is increasingly gaining relevance on the market. The expectations of passengers are increasing and meeting their requirements is not only based on having a good bus, but also on providing a complete service. Starting with selling tickets in a more convenient way, via mobile and web applications, as well as updates for those apps, all the way to having a safe and high-quality vehicle with accommodating and approachable bus staff. One of the ways to earn the trust of the passengers is through providing tangible and intangible elements of the service. Primarily, the service must adhere to the guaranteed quality standards which the passengers will recognise and which will ensure their loyalty to the service in the future. In order to ensure the quality of the service, i.e., meet the requirements of the passengers, the role of the management is to continuously work toward introducing and improving the elements that enhance the level of quality of the service. Some of the more important elements which have been implemented for the purpose of providing a higher quality service include establishing procedures and processes that exist in all segments of business. In order to adapt to new procedures and processes, it is necessary to change the organisational structure which will then be ready to implement and ultimately control all the changes. For that reason, it is important to develop the internal communication between all employees, in order to raise awareness about the importance of quality. Quality control became an unavoidable part of forming the service and it is used by the management to measure the goals that have been set and detect any potential risks that may jeopardise passenger trust. The safety of passengers and the reliability of busses are the most important factors of bus transport; therefore, it is essential to establish a system for controlling the quality of maintaining the vehicles in good working order. Along with the technical inspection of the vehicle, every transport operator should establish its own system for controlling the technical condition of the vehicles, considering that every vehicle must undergo regular preventive inspections according to scheduled inspection cycles, at transport operator’s servicing centres by licenced inspectors. It is important to note that these processes affect the improvement of quality and the preventive actions that are used to detect faults in a timely manner, thereby assisting in achieving maximum efficiency with minimal costs, and they also contribute to achieving a competitive advantage. On the one hand, the processes of acquisitions and mergers in an organisation represent an opportunity for market positioning and are significant for the economy, on the other hand, these processes represent major challenges for the management. The task of transport operators is to focus their activities toward establishing an organisation which will be able to implement new standards in all segments, in order to achieve an increase in the quality of the service and improve the relationship with the users.