IDEAS home Printed from https://ideas.repec.org/a/anm/alpnmr/v6y2018i2p211-226.html
   My bibliography  Save this article

Adapting EFQM Excellence Model for Public Transport Operators: A Case of IETT, Istanbul's Public Bus Operator

Author

Listed:
  • Muhammet Deveci
  • Fatih Canıtez

Abstract

There are several management approaches being utilized in public transport operators to achieve organizational performance. EFQM excellence model, promoted by the European Foundation for Quality Management, helps organizations achieve sustainable excellence with its holistic management framework. One of the most outstanding features of EFQM model is its balanced and holistic perspective for organizational performance based on continuous improvement approach to exceed the stakeholders’ expectations. In this study, we examine the way EFQM excellence model has been adapted and implemented for urban public transport operators through a case study of Istanbul’s public bus operator, IETT. The results of the case demonstrate the adaptation processes of the fundamental concepts of the model to a public transport operator’s organizational context, thus, providing an applicable management model for other public transport operators as well. EFQM excellence model has been adopted for the first time in a public transport company, therefore the results have significant implications to enhance quality initiatives in public transport operators, in particular, and urban mobility, in general.

Suggested Citation

  • Muhammet Deveci & Fatih Canıtez, 2018. "Adapting EFQM Excellence Model for Public Transport Operators: A Case of IETT, Istanbul's Public Bus Operator," Alphanumeric Journal, Bahadir Fatih Yildirim, vol. 6(2), pages 211-226, September.
    • Handle: RePEc:anm:alpnmr:v:6:y:2018:i:2:p:211-226
    DOI: http://dx.doi.org/10.17093/alphanumeric.414000
    as

    Download full text from publisher

    File URL: https://www.alphanumericjournal.com/media/Issue/volume-6-issue-2-2018/adapting-efqm-excellence-model-for-public-transport-operator_aOwxMZb.pdf
    Download Restriction: no
    File URL: https://alphanumericjournal.com/article/adapting-efqm-excellence-model-for-public-transport-operators-a-case-of-iett-istanbuls-public-bus-operator/
    Download Restriction: no
    File URL: https://libkey.io/http://dx.doi.org/10.17093/alphanumeric.414000?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Mian M. Ajmal & Ville Tuomi & Petri T. Helo & Maqsood Ahmad Sandhu, 2016. "TQM Practices in Public Sector: Case of Finnish Healthcare Organizations," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 8(1), pages 34-44, January.
    2. Frank Wolf & Bahaudin G. Mujtaba, 2011. "Sustainability in Service Operations," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 3(1), pages 1-20, January.
    3. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    4. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    5. Rassel Kassem & Mian Ajmal & Mehmood Khan, 2016. "The Relationship Between Organizational Culture and Business Excellence: Case Study from United Arab Emirates," International Journal of Information Systems in the Service Sector (IJISSS), IGI Global, vol. 8(3), pages 16-35, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
    2. Hongjun Cui & Mingzhi Li & Minqing Zhu & Xinwei Ma, 2023. "Investigating the Impacts of Urban–Rural Bus Service Quality on Rural Residents’ Travel Choices Using an SEM–MNL Integration Model," Sustainability, MDPI, vol. 15(15), pages 1-22, August.
    3. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    4. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    5. Echaniz, Eneko & Ho, Chinh Q. & Rodriguez, Andres & dell'Olio, Luigi, 2019. "Comparing best-worst and ordered logit approaches for user satisfaction in transit services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 752-769.
    6. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    7. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    8. Allen, Jaime & Muñoz, Juan Carlos & Ortúzar, Juan de Dios, 2018. "Modelling service-specific and global transit satisfaction under travel and user heterogeneity," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 509-528.
    9. Chakrabarti, Sandip & Giuliano, Genevieve, 2015. "Does service reliability determine transit patronage? Insights from the Los Angeles Metro bus system," Transport Policy, Elsevier, vol. 42(C), pages 12-20.
    10. Grisé, Emily & El-Geneidy, Ahmed, 2017. "Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K," Journal of Transport Geography, Elsevier, vol. 58(C), pages 166-175.
    11. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    12. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    13. Iván Manuel Mendoza-Arango & Eneko Echaniz & Luigi dell’Olio & Eduardo Gutiérrez-González, 2020. "Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction," Sustainability, MDPI, vol. 12(13), pages 1-20, July.
    14. Hudyeron Rocha & Manuel Filgueiras & José Pedro Tavares & Sara Ferreira, 2023. "Public Transport Usage and Perceived Service Quality in a Large Metropolitan Area: The Case of Porto," Sustainability, MDPI, vol. 15(7), pages 1-15, April.
    15. Grisé, Emily & El-Geneidy, Ahmed, 2018. "Where is the happy transit rider? Evaluating satisfaction with regional rail service using a spatial segmentation approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 84-96.
    16. Peter Waerden & Emilie Couwenberg & Geert Wets, 2018. "Travelers’ preferences regarding the interior of public buses: a hierarchical information integration approach," Public Transport, Springer, vol. 10(3), pages 529-543, December.
    17. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    18. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2016. "Index numbers for monitoring transit service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 18-30.
    19. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    20. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris, 2014. "Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips," Transport Policy, Elsevier, vol. 31(C), pages 35-46.

    More about this item

    Keywords

    Excellence Model; EFQM; IETT; Public Transport; Quality; Urban Mobility;
    All these keywords.

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:anm:alpnmr:v:6:y:2018:i:2:p:211-226. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Bahadir Fatih Yildirim (email available below). General contact details of provider: https://www.alphanumericjournal.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.