Analysis of the Elements for the Logistics Service Quality Assessment

master's thesis

• Title: Analiza elementa za ocjenu kvalitete logističke usluge
• Author: Bojan Koprivnjak
• Mentor: Diana Božić (mentor)
• Committee member: Marinko Jurčević (predsjednik povjerenstva)
• Committee member: Mario Šafran (član povjerenstva)
• Committee member: Ratko Stanković (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Intelligent Transport Systems and Logistics); (Department of Transport Logistics); Zagreb
• Defense date and country: 2018-12-04, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Intelligent Transport Systems and Logistics

Abstract

Usluge predstavljaju skup radnji grupe ili pojedinaca koje su usmjerene na zadovoljavanje potreba korisnika. Kako bi se postigla kvaliteta proizvoda ili usluge ona mora biti određena svojstvima i obilježjima koje treba zadovoljiti, a koje su propisane standardom. Sama bit kvalitetne logističke usluge je neprestano ulaganje u ljudske i tehničke potencijale bez kojih nema daljnjeg napretka. Metode FMEA, QFD i Šest sigma su usmjerene na kontinuirani razvoj i poboljšavanje načina poslovanja organizacije koji rezultira kvalitetnom uslugom i zadovoljnim korisnikom. U ovom rad se upravo na temelju istraživanja nastoji prikazati zadovoljstvo korisnika logističkom uslugom na teritoriju Republike Hrvatske.

Abstract (english)

Service represent a set of actions of a group or individuals that are aimed at meeting the needs of users. In order to achieve the quality of a product or service, it must be determined by the features and characteristics which are prescribed by the standard. The quality logistics service itself is a continuous investment in human and technical potential, without which there is no further progress. FMEA, QFD and Six Sigma methods are aimed at continuous development and improvement of the way the organization operates which results in quality service and satisfied users. In this paper, basis of the research is to show if the user is satisfied with the logistics services on the territory of the Republic of Croatia.

• Keywords: logistička usluga; FMEA; QFD; šest sigma
• Keywords (english): logistics service; FMEA; QFD; six sigma
• Language: croatian
• URN:NBN: urn:nbn:hr:119:596992
• Study programme: Title: Inteligentni transportni sustavi i logistika; Study programme type: sveučilišni; Study level: diplomski; Academic / professional title: magistar/magistra inženjer/inženjerka prometa (magistar/magistra inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2019-02-01 11:31:19