تحسين جودة خدمات النقل الداخلي من منظور مدخل إدارة الجودة الشاملة دراسة تطبيقية على الشركات العامة للنقل الداخلي في سورية

The main purpose of this research is to evaluate the efficiency and effectiveness of the quality of services of internal transport companies in Syria from a total quality management perspective. The following aspects are evaluated: Customers' satisfaction of the quality of internal transport services. Use of scientific methods to improve the quality of services. Prevailing organizational culture. Vocational safety, health, and accident prevention activities. The research offers the following recommendations: Work to fulfil the customers satisfaction of internal transport services, comfortable sitting places, arrival speed destination, covering internal transport lines to all regions. Work to replace obsolete buses with modern medium-size buses. Emphasis on preventive maintenance. Accordance with ISO 9001: 2000 requirements. Accordance with ISO 14001 requirements. Spreading a positive organizational culture that helps to improve the quality of internal transport services. Making sure that vocational safety, health, accident prevention activities are conducted. Raising awareness and planning to implement total quality management approach. Following a group of procedures to implement total quality management approach.