The sustainable development of urban mobility cannot be envisaged without a transport system which could be able to meet the needs of citizens and businesses, make a positive impact on the environment and be socially fair and economically efficient. An efficient transport system increases safety, improves network efficiency and stimulates intermodality which reduces transport impact on environment and makes cities more attractive. In order to survive and successfully operate in the market, it is necessary for public transport companies to look for and implement new management models in their system. Every organization is surrounded by the environment and it is very important to examine external factors if an organization wants to gain a strong position in the market which is also important for public transport companies. The involvement of stakeholders in the supply of public transport services i.e. what level of relationships are needed between a transportation company and its various stakeholders is necessary in order to meet the main stakeholder ‐ passenger needs. Consequently, as to supply the passenger with the best service, relationships between different stakeholders (municipality, public transport company, state road maintenance service etc.) are of vital importance. It is essential to emphasise that state institutions and municipalities play a crucial role in managing public transport companies. State institutions influence them through legal instruments and regulations and municipalities, as the main shareholders, through the impact on management board and through subsidizing the company from municipality budget. Therefore, it is very important to have in mind this particularity in managing public transport companies and in the relationships with their stakeholders.

Transport is an essential part of national economic, social and sustainable development that can produce both positive and negative effects on the environment and the quality of life depending on the level of development and indicated preferences. Modern interpretations of sustainable urban development require reducing the use of private cars through improving the quality of public transport services. Therefore, identifying the inefficiencies of the public transport system will help with improving service management, expanding coverage and increasing the attractiveness of public transport services. There is a general agreement that excellent customer service is a source of competitive advantage. The key to providing effective customer service is the accurate determination of the customer's needs and response to them in a consistent manner in order to assure their satisfaction. The SERQUAL model was employed as an instrument to measure customer satisfaction and give valuable information and guidelines for transport service companies on necessary improvements in their daily operations. The SERQUAL approach, in case service quality is defined and measured as the difference between expectations and perceptions, is the major point of departure from the previous attempts to find possible solutions to improving public transport services.

The paper deals with the stakeholder management especially giving focus on the organization's and stakeholder relationships issues. The purpose of the paper is to construct a new methodological approach by developing fuzzy logic model based on experts’ knowledge for conceptual insights on possible solutions for measuring stakeholders’ influence. The objective of the research includes identification of possible organization stakeholder interactions considering stakeholders’ influence according to such attributes/ factors as interest, power, benevolence, and reliability. The results reveal that fuzzy logic technique is a reliable and valid tool for modelling and visualizing knowledge about stakeholders’ influence on the organization. Finally, the results were tested on the real business data concerning stakeholders’ influence. A contribution of this paper is the application of fuzzy logic model to evaluate and/or predict stakeholders’ influence to the issues the organization seeks to solve and to provide relevant information for the stakeholder relationships management.