The highly competitive market conditions in the passenger transportation industry pressure service provider firms to adopt an attitude of customer-oriented service quality. Even though the service quality of passenger transportation has been a concern in the literature, how the service quality of highway passenger transportation systems could be improved using a systematic approach has not been investigated. Using Quality Function Deployment (QFD), this is the first attempt to improve the quality of highway passenger transportation services. The analysis reveals that the passengers’ most important expectations are employees’ empathetic approach toward customers, technical specifications of buses, error-free services, and competent employees. Additionally, the most important technical requirements are employee-oriented technical requirements, technical specifications of buses, and error-free services in highway passenger transportation.
Improving service quality in highway passenger transportation: a case study using quality function deployment
2014
Aufsatz (Zeitschrift)
Elektronische Ressource
Unbekannt
Metadata by DOAJ is licensed under CC BY-SA 1.0
Case Study: Quality Function Deployment
SAE Technical Papers | 1989
|Taylor & Francis Verlag | 2016
|Improving service quality using quality function deployment: The air cargo sector of China airlines
Online Contents | 2007
|