Improving Service Quality in Public Transportation in Brazil: How Bus Companies are Simplifying Quality Management Systems and Strategic Planning to Increase Service Level?
Hélcio RaymundoJoão Gilberto Mendes dos ReisPedro Luiz de Oliveira Costa NetoOduvaldo VendramettoEmerson Rodolfo AbrahamMarcos de Oliveira MoraisCarla Caprara PariziSivanilza Teixeira MachadoHelton R. O. SilvaAntônio Sérgio BrejãoPublished in: APMS (1) (2015)
Keyphrases
- public transportation
- service quality
- strategic planning
- quality management
- public transport
- service level
- competitive advantage
- customer satisfaction
- service providers
- electronic commerce
- data quality
- user satisfaction
- call center
- information systems
- customer loyalty
- travel time
- quality of service
- quality assessment
- software projects
- project management
- quality control
- lead time
- quality improvement
- fuzzy theory
- e government
- software engineering
- supply chain
- e learning
- real time