Quality improvement strategies of highway bus service based on a fuzzy quality function deployment approach

Kurtulmuşoğlu, Feride Bahar; Pakdil, Fatma; Atalay, Kumru Dıdem

doi:10.1080/23249935.2015.1117535

Cited by 28 publications

(19 citation statements)

References 86 publications

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“…Needs, expectations and level of quality of service delivered to disabled and elderly people are not subject of this study. Disabled and elderly people's needs and expectations differentiate in various ways (Kurtulmuşoğlu et al 2016). Another opportunity for further research is to include the perceptions of passengers with different purpose of travel.…”

Section: Discussionmentioning

confidence: 99%

“…With the results obtained from final stage of QFD, authors conclude that for promoting service quality improvement and satisfying customer's requirements, the bus service has to focus more on 'operations management' i.e., greater emphasis is on 'bus schedule assignment' followed by 'staff duty assignment' and 'strategic planning' . Kurtulmuşoğlu et al (2016) used fuzzy QFD as a tool to help designers and decision makers in improving service quality in the passenger transport industry. Authors identified that the most important quality element was the 'lost personal belongings services' , while the least important was the 'visual characteristics of the ticketing area' .…”

Section: Introductionmentioning

confidence: 99%

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Analysis of Public Transport Users’ Satisfaction Using Quality Function Deployment: Belgrade Case Study

et al. 2018

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This paper presents a case study using Quality Function Deployment (QFD) method to identify urban public transport users’ needs and requests and to improve service quality in urban public passenger transport in Belgrade. In order to determine users’ satisfaction, a direct interview – survey a sample of 15000 of urban public passenger transport system users, according to the defined questionnaire has been performed. Results of these interviews are used as input in the first stage of QFD method. An overall unit of eight features and a total of 48 sub-features were defined, which describes all aspects of quality of system and services in urban public passenger transport. The results show that for maximizing effects of quality of service improvement and satisfying customers’ requirements, the public transport service providers and managers in Belgrade should focus primarily on the service reliability and vehicle elements. The two most important quality of service sub-features in urban public passenger transport system in Belgrade based on frequency of statements of users was regularity with 4896 (32.64%) and vehicle comfort (not crowded vehicles) with 3446 (22.97%) statements. Based on the service features analysis within the house of quality, it was defined that the biggest influence is generated through system functioning parameters (reliability): frequency with relative importance 22.0%, staff (drivers) with relative importance 14.0% and headway with relative importance 13.0%. Based on absolute importance the greatest importance should be assigned to vehicle frequency – rank 1, staff (drivers) – rank 2 and headway – rank 3.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Analysis of Public Transport Users’ Satisfaction Using Quality Function Deployment: Belgrade Case Study

et al. 2018

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“…QFD mainly uses House of Quality (HoQ) as the interface tool to expand. A HoQ gives detailed information about what customer needs and how these needs can be turned into design specifications to identify these needs [60]. HoQ's basic structure is divided into six parts (Figure 1 There are many successful QFD have been applied to a variety of problems such as library service [61], retail services [62], shipping companies [63].…”

Section: Fundamentals Of Qfdmentioning

confidence: 99%

Using FQFD and FGRA to Enhance the Advertising Effectiveness of Cross-Regional E-Commerce Platforms

Chou

2020

Mathematics

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The thriving development of cross-regional e-commerce has gradually increased online marketing activities and consumers’ intention to shop online. The objective of this paper to find solutions for improving the advertising effectiveness has therefore become very important. In this article, an integrating method of fuzzy quality function deployment (FQFD) and fuzzy grey relational analysis (FGRA) was proposed to identify solutions for improving the advertising effectiveness. Based on this method, the house of quality (HoQ) to facilitate investigation of the 17 advertising effectiveness needs and 10 feasible technical improvements were presented. Through the questionnaire survey of platform users, the importance and satisfaction of the attributes of advertising needs were obtained. After that, a fuzzy relationship matrix was constructed to link technical improvements and advertising effectiveness needs in a fuzzy decision environment. Finally, the priority of technical improvements regarding improving advertising effectiveness were obtained. The results show that the proposed method can help decision makers of cross-regional e-commerce to improve advertising effectiveness effectively, so that they can effectively use resources to design advertisements that meet user needs.

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“…Customer satisfaction can be recorded as Customer Requirements (CRs), which is translated into Engineering Characteristics (ERs) to offer what customer needs [15,16]. Logistics service can be improved or develop new service from the Voice of Customer (VOC) [14,[17][18][19][20].…”

Section: Introductionmentioning

confidence: 99%

On LSP Lifecycle Model to Re-design Logistics Service: Case Studies of Thai LSPs

2020

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Improving service logistics is crucial in order to reciprocate customer needs. The paper aims to validate the Logistics Service Provider (LSP) Lifecycle Model for re-designing logistics service in three LSP case studies in Thailand. The lifecycle-stage evaluation was adapted to identify the current status in its lifecycle. Afterward, logistics service strategies were implemented according to the voice of the customer by Quality Function Deployment (QFD). The study combined the Logistics Service Provider (LSP) Lifecycle Model with the application of Industry 4.0 (I4.0) to improve service logistics. Case studies showed the implementation of the service logistics strategies with the feasibility solution of Industry 4.0.Sustainability 2020, 12, 2394 2 of 17 real-time information, and Circular Economy (CE) [21] are now among the basic customer requirements. Furthermore, customer behavior has changed too. Quick and immediate responses are expected. Information Technology (IT) has been increasingly used in the global business to satisfy the customer in terms of supply [22,23]. Today, Industry 4.0 is being used to accomplish the customer target, operation, and improvement in manufacturing [24,25]. Some examples of the advancement of Industry 4.0 are applying to self-learning automation, big data analytics, real-time information, Internet of Things (IoT), and smart sensors [26,27]. This improvement expands to the logistics industry in the form of, for example, on-demand delivery which offers an abrupt response to the customer [28,29]. The trend has changed rapidly around the world and the logistics service is demanded to support it. Therefore, LSPs need to innovate and create new service to address these complicated customer trends [30]. This paper demonstrates the use of the LSP Lifecycle Model to re-design the logistics service using three case-study LSPs in Thailand. It aims to address the research questions of whether the developed LSP Lifecycle Model is valid and if the Industry 4.0 concept is applicable and can be beneficial for LSPs. Firstly, the study identified the stage of the service. Secondly, services were re-designed using QFD. Thirdly, customer requirements were prioritized using the Multiple-Criteria Decision-Making (MCDM) tool. Finally, the Industry 4.0 concept was mapped to address these demands. Literature Review

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Quality improvement strategies of highway bus service based on a fuzzy quality function deployment approach

Cited by 28 publications

References 86 publications

Analysis of Public Transport Users’ Satisfaction Using Quality Function Deployment: Belgrade Case Study

Analysis of Public Transport Users’ Satisfaction Using Quality Function Deployment: Belgrade Case Study

Using FQFD and FGRA to Enhance the Advertising Effectiveness of Cross-Regional E-Commerce Platforms

On LSP Lifecycle Model to Re-design Logistics Service: Case Studies of Thai LSPs

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