An assessment of traffic education and its examination system—an extended House of Quality approach

The goal of this article is to examine traffic education and its examination system, using a new approach based on the House of Quality method. While every country has its own legal rules and requirements regarding how traffic education and examinations are conducted, there is a direct relationship between traffic education, its examination system and road safety. Therefore the quality of such a complicated process is of great interest for both stakeholders: the authorities and the citizens. These stakeholders both have their own objectives regarding the system, consequently increasing its complexity. This article investigates, as its case study, the system in Hungary. The House of Quality method has been expanded to provide a unique approach to examine the goals and objectives of both stakeholders, revealing similarities and differences and their interrelationships. Secondary data on the effectiveness of the traffic education and examination system are also analysed. Based on the HOQ model representations of the goals and objectives of the stakeholders regarding the traffic education and exam system, it can be established that the stakeholder points of view are closer to each other in the case of the test system than that of the education system. However, there are unsolved contradictions between the stakeholders that have to be handled, as opinions regarding the quality of the service and the criteria of the stakeholders’ satisfaction are very diverse.