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Improving service quality in highway passenger transportation: a case study using quality function deployment
16 references·3 citing·30 second hop
Improving service quality in highway passenger transportation: a case study using quality function deployment (2014)Improving service quality in highway pass…Public transit user satisfaction: Variability and policy implications (2008)Public transit user satisfact…Understanding attitudes towards public transport and private car: A qualitative study (2007)Understanding attitudes towar…Service Quality Attributes Affecting Customer Satisfaction for Bus Transit (2007)Service Quality Attributes Af…Service quality––developing a service quality index in the provision of commercial bus contracts (2003)Service quality––developing a…Quality function deployment: A literature review (2002)Quality function deployment: …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Successful Focus Groups: Advancing the State of the Art (1993)Successful Focus Groups: Adva…Measuring Service Quality in the Travel and Tourism Industry (1991)Measuring Service Quality in …Service management and marketing: managing the moments of truth in service competition (1990)Service management and market…Service encounters and service relationships: Implications for research (1990)Service encounters and servic…Quality Function Deployment : Integrating Customer Requirements into Product Design (1990)Quality Function Deployment :…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…The House of Quality (1988)The House of QualitySERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Surveys in Social Research (1987)Surveys in Social ResearchQuality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…A three-phase QFD-based framework for identifying key passenger needs to improve satisfaction with the seat of high-speed rail in China (2020)A three-phase QFD-based frame…Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality (2019)Integrated Usage of the SERVQ…Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology (2018)Passenger Satisfaction Evalua…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The theory of planned behavior (1991)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view (2010)Travel and Subjective Well-Being: A Focus on Findings, Methods and Future Research Needs (2013)The happy commuter: A comparison of commuter satisfaction across modes (2014)The Discovery of Grounded Theory (2017)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)Evolving to a New Dominant Logic for Marketing (2003)Conducting case study research in operations management (1993)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Foundations of Corporate Success (1995)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Limits to community participation in the tourism development process in developing countries (2000)Design and use of questionnaires: a review of best practice applicable to surveys of health service staff and patients (2001)How to research (2010)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Understanding Relationship Marketing Outcomes (2002)Customer satisfaction, customer retention, and market share (1993)THE LAST PLANNER SYSTEM OF PRODUCTION CONTROL (2000)Collecting and analysing qualitative data: issues raised by the focus group (1998)Focus group methodology: a review (1998)Getting the Focus and the Group: Enhancing Analytical Rigor in Focus Group Research (2000)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1987Surveys in Social Research2,269 cited
  • 1988The House of Quality2,266 cited
  • 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
  • 1990Quality Function Deployment : Integrating Customer Requirements into Product Design1,680 cited
  • 1993Successful Focus Groups: Advancing the State of the Art1,579 cited
  • 2007Understanding attitudes towards public transport and private car: A qualitative study1,200 cited
  • 2002Quality function deployment: A literature review1,092 cited
  • 1990Service encounters and service relationships: Implications for research930 cited
  • 2007Service Quality Attributes Affecting Customer Satisfaction for Bus Transit608 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry561 cited
  • 2008Public transit user satisfaction: Variability and policy implications

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528 cited
  • 2003Service quality––developing a service quality index in the provision of commercial bus contracts450 cited
  • Cited by

    • 2018Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology24 cited
    • 2019Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality15 cited
    • 2020A three-phase QFD-based framework for identifying key passenger needs to improve satisfaction with the seat of high-speed rail in China12 cited