*Research Scholar, Anna University, Chennai, India
**Professor, Sri Ganesh School of Business Management, Salem, India
***Assistant Professor, Department of Management Studies, Jayalakshmi Institute of Technology, Thoppur, Dharmapuri, India
Online published on 2 July, 2016.
In service sector transportation industry, customer satisfaction is primarily reliant on providing services like convenient, comfortable, luxurious and affordable facilities before, during and after the journey. A lot of factors contribute and augment the quality of service rendered to the customer. In this paper, the author has applied the Quality Function Deployment implement to detain the requirements of commuters specifically with high opinion to the seats provided in the public buses with special reference to Salem city used for long distance journey. The study portrays the customer requirements and develops the service quality of buses that carry passengers over long journey.
Quality Function Deployment, Satisfaction
