Abstract
The Bucharest public transport networks need to establish innovative strategies in order to improve their overall service quality. Therefore, in order to accomplish this objective, the current study will evaluate public transport customer demands applying the Quality Function Deployment (QFD). Furthermore, the research aims to highlight user requirements and to evaluate an appropriate strategy to improve the current public transport services. Thus, for determining the users’ satisfaction, a survey with a sample of 175 respondents was carried out, and the outcomes of the survey were used as input data for defining the QFD method. The objective of this paper is to present the public bus transport users’ demands, as well as alternatives to improve the main weakness noticed in the bus transportation system. In addition, the article will present a short review of the literature and the research methodology for the QFD. The key findings of this study will focus on presenting, based on the QFD methodology, the main projects that need to be started, in order to improve a part of the main users’ dissatisfaction regarding the public bus network.
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