Open AccessApplication of the QFD method for improving railway transport services
Author(s) -
Andrijana Vučković,
Luka Janković,
Aleksandar Blagojević,
Nermin Čabrić
Publication year - 2021
Language(s) - English
Resource type - Conference proceedings
DOI - 10.20544/tts2021.1.1.21.p24
Subject(s) - quality function deployment , service quality , passenger transport , service (business) , transport engineering , key (lock) , quality (philosophy) , computer science , business , engineering , marketing , new product development , philosophy , computer security , epistemology
– Quality is the key to increasing passenger transport by rail and also to the business success of the railway undertaking itself, because the market, whether domestic or international, is conquered with a sufficiently high quality of service and not just a low cost of service. This paper defines the problem of improving the rail passenger service in accordance with customer requirements, and for this purpose, the QFD method was used as a tool for improving the service. Keywords – QFD, quality, passenger transport, railway undertaking.