Stakeholders analysis of deposit refund waste collection system based on quality function deployment method

This study proposes a structured conceptual model for analyzing stakeholder complexity within Hungary’s newly implemented Deposit Refund System (DRS), using the Quality Function Deployment (QFD) framework. A House of Quality (HoQ) matrix was developed to map the relationships between the functional features of the system and the specific requirements of key stakeholders, including government, system operators, manufacturers, retailers, and customers. A qualitative focus group method was applied to gather expert input and evaluate system features based on stakeholder experience and the evolving Hungarian context. Rather than aiming for statistical generalization, the study focuses on illustrating how structured modeling can reveal stakeholder trade-offs and support strategic alignment in complex waste collection systems. Findings highlight areas of convergence and divergence among stakeholders and demonstrate the utility of the QFD-based approach in designing adaptable, stakeholder-informed DRS models. The results are particularly relevant for countries in the early stages of DRS implementation or those seeking to redesign existing systems to better integrate technical feasibility and stakeholder priorities. • Application of QFD aligns stakeholder needs in Hungary's new DRS model. • Stakeholder requirements categorized into strategic, tactical, and operational levels. • Identified key trade-offs, such as customer versus retailer requirements. • Safe design and user-friendly technology enhanced DRS efficiency and engagement.