Our research revealed two definitions of quality which are particularly relevant to highway design. It is usually referenced to, and measured by, the degree of conformance to a predetermined standard of performance. In order to achieve quality, the needs of all stakeholders must be defined explicitly and addressed. Not every need can be satisfied. Those needs that both the sponsoring and performing organizations agree must be satisfied are the requirements for quality.
People often express quality in terms of their satisfaction.
Satisfaction is the result of quality. Everything leading to satisfaction is quality. The public who pays for and uses highways is, therefore, the principal stakeholder having an interest in highway design quality. Their satisfaction with, and support of, the highway system and its individual components and appurtenances are the ultimate benefits of highway design quality. According to two recent surveys of highway users released independently by the NQI Steering Committee and by MassHighway , drivers want safer and less congested roadway travel conditions.