RT Journal Article
SR Electronic
A1 Andriskova, Ivana
A1 Strenitzerova, Mariana
T1 The Diagnostic Support Tool - Quality Function Deployment and its Implementation Possibilites to Urban Public Transport Quality Management
JF Communications - Scientific Letters of the University of Zilina
YR 2014
VO 16
IS 2
SP 63
OP 69
DO 10.26552/com.C.2014.2.63-69
UL https://komunikacie.uniza.sk/artkey/csl-201402-0012.php
AB This paper deals with the diagnostic support and its implementation possibilities to urban public transport quality management in the city of Zilina. It describes the Quality Function Deployment method with its own House of Quality tool along with its building. The complex building of the House of Quality was made in order to identify the key drivers needed to be improved for higher customers' satisfaction with the service quality.