Kundenbezogene Qualitaetsmessung im Individualverkehr / Customer-oriented quality assessment and grading in the case of personal travel

Nachdem die Kundenorientierung in anderen Wirtschaftsbereichen positive Auswirkungen auf die Qualitaet von Leistungen, auf die Effektivitaet der Handlungsansaetze und auf die Effizienz der eingesetzten Mittel hat, stellt sich die Frage, ob, wie und mit welchem Aufwand und Nutzen die Instrumentarien der Kundenzufriedenheitsmessung auch bei der Gestaltung von Systemen des Individualverkehrs angewendet werden koennen. Im Beitrag werden Grundlagen und Verfahren der kundenbezogenen Qualitaetsmessung dargestellt, die Besonderheiten des "Produktes" Individualverkehrssystem eroertert und die Ergebnisse einer Beispielanwendung von Qualitaetsmessung vorgestellt. Abschliessend werden die potenzielle Bedeutung und die Chancen einer verstaerkten Kundenorientierung bei der Gestaltung von Individualverkehrssystemen bewertet. ABSTRACT IN ENGLISH: Quality assessment/grading is one of the customer-orientated methods applied by different branches of commerce and industry, as well as by the public transport sector, to better match their services and offers with the needs of customers and to secure customer loyalty for a specific product on offer. In the case of devising personal travel systems, the re-orientation of their managerial control-linked to behavioural mobility strategies and the growing competition among local and regional authorities for the location of residences and business - provides the basic motivation for customer-orientated quality assessment and grading. By using the facilities at hand, a multi-attributive procedure has been chosen at the TU of Darmstadt to test select a convenient assessment method. The results have confirmed the suitability of this while also providing proof of the remarkable interest shown by travellers in their product/service quality awareness being considered for improvements in future. The potential application of quality assessment procedures covers the preparation for, and support of, conceptional and strategy-linked future plans, the identification of major problem areas, and improvements in the relationship between individuals and the concerned regulatory bodies. The specific characteristics of personal travel require the instruments used for such assessments to be finely tuned and further improved. Suitable alternatives for future developments will help to enhance judgement and widen their application in the case of other means of transport. (A)

  • Authors:
    • BLEES, V
    • KUEHNEL, C
  • Publication Date: 2003


  • German

Media Info

  • Pagination: 334-7
  • Monograph Title: Die Maut in Deutschland: Wie wird das System funktionieren?
  • Serial:

Subject/Index Terms

Filing Info

  • Accession Number: 01192796
  • Record Type: Publication
  • Source Agency: Bundesanstalt für Straßenwesen (BASt)
  • Files: ITRD
  • Created Date: Oct 7 2010 2:58PM