Improving service quality in highway passenger transportation: a case study using quality function deployment

Fatma Pakdil, Feride Bahar Kurtulmusoglu

Research output: Contribution to journalArticle

Abstract

The highly competitive market conditions in the passenger transportation\nindustry pressure service provider firms to adopt an attitude of\ncustomer-oriented service quality. Even though the service quality of\npassenger transportation has been a concern in the literature, how the\nservice quality of highway passenger transportation systems could be\nimproved using a systematic approach has not been investigated. Using\nQuality Function Deployment (QFD), this is the first attempt to improve\nthe quality of highway passenger transportation services.\nThe analysis reveals that the passengers' most important expectations\nare employees' empathetic approach toward customers, technical\nspecifications of buses, error-free services, and competent employees.\nAdditionally, the most important technical requirements are\nemployee-oriented technical requirements, technical specifications of\nbuses, and error-free services in highway passenger transportation.
Original languageEnglish
Pages (from-to)375-393
Number of pages19
JournalEuropean Journal of Transport and Infrastructure Research
Volume14
Issue number4
Publication statusPublished - Dec 2014
Externally publishedYes

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