The Pennsylvania quality initiative : a synthesis of customer satisfaction and additional research needs

Details

• Creators:
  Poister, T. H.
• Corporate Contributors:
  Mid-Atlantic Universities Transportation Center ; Pennsylvania Transportation Institute ; Pennsylvania. Department of Transportation
• Subject/TRT Terms:
  • Customer satisfaction
  • Road construction
  • Highway maintenance
  • Customer satisfaction
  • Customer service
  • Highway usage
  • Interviews
  • Market research
  • Pennsylvania
  • Pennsylvania Quality Initiative(PQI)
  More +
• Publication/ Report Number:
  MAUTC-III-9904
• Resource Type:
  Research Paper
• Geographical Coverage:
  United States
• Corporate Publisher:
  Pennsylvania Transportation Institute
• Description:
  Customer satisfaction is at the heart of the Pennsylvania Quality Initiative (PQI), which was created in 1994 to build a more effective partnership among all the stakeholders involved in the process of designing, building, operating, and maintaining Pennsylvania's highway system. Modeled on the National Quality Initiative (NQI), PQI is a consortium of government, industry, and professional organizations committed to the continuous quality improvement of this process. Charter members include PennDOT, the Pennsylvania Turnpike Commission (PTC), the Federal Highway Administration (FHWA), the Associated Pennsylvania Constructors (APC), the Pennsylvanua Aggregate ad Concrete Association (PACA), the Pennsylvania Asphalt Paving Association (PAPA), the American Public Work Associaion (APWA), and the Consulting Engineers Council of Pennsylvania (CEC). This report presents the finding of this research.
• Format:
  PDF
• Download URL:
  https://rosap.ntl.bts.gov/view/dot/15322/dot_15322_DS1.pdf
• File Type:
  [PDF - 2.32 MB]
• Collection(s):
  University Transportation Centers ; US Transportation Collection
• Main Document Checksum:
  urn:sha-512:17f04065d0e4e07ec774d1681fea85f895903bb99c48cd0181a7318e0773fa7d546248bbeb408f00741745cff619d16c09e654234a2768af23973f8e44fbe86e