EXAMINING RELATIONSHIPS BETWEEN KEY FACTORS OF QUALITY MANAGEMENT; A DEMATEL APPROACH

Abstract

This master thesis investigates the nature of relationships between key factors of quality management. The study is based on a questionnaire. The research sample was ­­consisted of respondents, from different management levels, within public organisation, "Parking service", from, Novi Sad, Serbia. The questionnaire was constructed on the basis of theoretical assumptions and results of previous studies in the field, where key elements of quality management were considered, with respect to their mutual relations. These key elements were brought together by the DEMATEL method, in order to identify intensity and interdependency between relevant connec­tions.