DESIGNING AN IMPROVED SERVICE DELIVERY FRAMEWORK IN TRANSPORT DEPARTMENT BASED ON STRATEGIC DETERMINANTS THROUGH QFD
Keywords:
DEMATEL,Abstract
The prioritized service delivery dimensions in the transport department – namely
Licensing and User Accessibility, Support and Compliance Services, Safety and
Emergency Management, Penalty Management, and Public Awareness – were strategically
mapped to five modern service design pillars to identify actionable improvement areas.
These pillars include User Experience, Feedback & Response Mechanisms, Technology
Infusion (AI, IoT, Automation), Environmental Sustainability, and Service Resilience. This
alignment forms the foundation of a Quality Function Deployment (QFD) framework,
facilitating the translation of user-centric needs into Design and operational solutions. The
resulting matrix provides a structured mechanism for evaluating how each dimension can
be strengthened through appropriate technological, managerial, and environmental
strategies.
