DESIGNED FOR QUALITY

UTFORMAT FOER KVALITET. KUNDENS UPPFATTNING OM DESIGN, KVALITET OCH KOLLEKTIVTRAFIK

The aim of this project is to study the customer perception of quality in public transport and the importance of the physical objects when forming this perception. The project is conducted within the program "Kollektivtrafik och Industridesign" (Public transport and industrial design), which aims to create a more attractive public transport through better design of physical products . Services are intangible but are often depending on physical products to be produced. The physical products are attributes to the service. These products must be well designed, functional and understandable. Public transport include many physical objects that are important in the context of serviceability, aesthetics and image. The study of customer complaints has shown two main categories of quality complaints - one concerning the employees and the other one the physical products. (A)

  • Availability:
  • Corporate Authors:

    TFK Institutet foer Transportiforskning

    P.O. Box 12667
    Stockholm,   Sweden  S-112 93
  • Authors:
    • WARSEN, L
    • GOETHLIN, L
  • Publication Date: 1993

Language

  • Swedish

Media Info

  • Features: References;
  • Pagination: 102 p.
  • Serial:
    • TFK RAPPORT
    • Issue Number: 1
    • Publisher: TFK Institutet foer Transportiforskning
    • ISSN: 0347-0970

Subject/Index Terms

Filing Info

  • Accession Number: 00664813
  • Record Type: Publication
  • Source Agency: Swedish National Road and Transport Research Institute (VTI)
  • ISBN: 91-8694-481-9
  • Files: ITRD
  • Created Date: Sep 9 1994 12:00AM