Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on Railway Services Improvement Using Quality Function Development Incorporating SERVPERF

서비스품질지수를 고려한 품질기능전개를 통한 철도 서비스 품질 개선에 관한 연구

  • Gaojie, Gaojie (AFCA Information Technology Co. Ltd.) ;
  • Park, Kyungsoo (Division of Business Administration, Chonbuk National University) ;
  • Kim, Jaehee (Division of Business Administration, Chonbuk National University)
  • Received : 2016.05.02
  • Accepted : 2016.06.08
  • Published : 2016.06.30
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Abstract

Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

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