Science – Future of Lithuania / Mokslas – Lietuvos Ateitis, Vol 6, No 1 (2014)

Development of Quality Management System in a Transport Company by Evaluating Consumers Needs

Indrė Sprogytė (Vilniaus Gedimino technikos universitetas, Lithuania)
Virgilija Zinkevičiūtė (Vilniaus Gedimino technikos universitetas, Lithuania)


The aim of each company is an efficient use of resources andimproving its services. In order to increase the company’s profitabilityand competitiveness, special attention must be paid toconsumers. The customers’ behavior and needs must be analysedto effectively create mutual benefits. Each transport companyseeks to introduce and successfully implement quality managementsystems. Therefore customer‘s needs must be examined.This analysis reveals which business processes of the companymust be improved, facilitates the improvement of those processes.Thus, it allows a company to ensure customer satisfaction andthe efficiency of processes while reducing all errors, saving costin the future. The main goal of this article is to analyse how theconsumers‘ needs determine the creation of a quality managementsystem in transport companies. The research methods used:scientific literature analysis, the questionnaire of the target group.

Article in: English

Article published: 2014-02-20

Keyword(s): consumer, quality management system, transport companies, competitiveness, development of services

DOI: 10.3846/mla.2014.01

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Science – Future of Lithuania / Mokslas – Lietuvos Ateitis ISSN 2029-2341, eISSN 2029-2252
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 License.