Service Quality Management in Public Transport

master's thesis

• Title: Upravljanje kvalitetom usluge prijevoza putnika
• Author: Ivan Trković
• Mentor: Marko Ševrović (mentor)
• Committee member: Davor Brčić (predsjednik povjerenstva)
• Committee member: Marko Slavulj (član povjerenstva)
• Committee member: Gordana Štefančić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Urban Transport); Zagreb
• Defense date and country: 2015-09-24, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Intelligent Transport Systems and Logistics

Abstract

Logistika predstavlja skup znanja koji proučava i primjenjuje zakonitosti planiranja, organizacije, upravljanja, kontrole tokova materijala, ljudi i informacija u raznim sustavima te nastoji optimizirati te tokove u svrhu ostvarenja ekonomskog učinka. Kvaliteta prijevoza putnika je dominantan cilj u pružanju prijevozne usluge. Kvalitetu usluge prijevoza putnika predstavljaju kvalitativne osobine poput udobnosti vožnje, jednostavnog korištenje prijevoznih usluga, dostupnosti, estetike, čistoće, itd. S logističkog aspekta, kvaliteta prijevoza putnika može varirati po voznom redu i frekvenciji operacije, po brzini i broju stajališta, po karakteristikama vozila, udobnosti i kapacitetu, tarifi i slično.Upravljanje kvalitetom prijevoza putnika se konstantno bavi razvojem i poboljšanjem kvalitete. Upravljanje kvalitetom, koje je opisano u radu, predstavlja sustav upravljanja koji osigurava postizanje i održavanje željene kvalitete te time povećana fleksibilnost, efikasnost i efektivnost poslovanja. Tema ovog diplomskog rada ističe i opisuje pojam definicije kvalitete usluge prijevoza putnika, indikatore kvalitete prijevoza putnika, metode kontrole kvalitete prijevoza putnika i moguća poboljšanja kvalitete usluge prijevoza putnika.

Abstract (english)

Logistics is a set of knowledge that studies and applies the legality of planning, organization, management, control of material flow, people and information in a variety of systems and seeks to optimize these flows in order to achieve economic performance. The quality of passenger transport is the dominant objective in providing transport services. Quality passenger transport services are qualitative characteristics such as ride comfort, the simple use of transport services, accessibility, aesthetics, cleanliness, etc. With the logistic aspects, quality fare may vary according to the timetable and frequency of operation, speed and number of positions, according to the characteristics of the vehicle, comfort and capacity, tariffs, etc. Quality management, which is described in the paper, is a management system that ensures the achievement and maintenance of the desired quality and thus increased the flexibility, efficiency and effectiveness poslovanja. Tema this diploma thesis highlights and describes the concept definition quality passenger transport services, quality indicators of passenger transport, methods of control quality of passenger and potential improvements in the quality of passenger transport services.

• Keywords: javni prijevoz putnika; kvaliteta usluge; razina usluge; kontrola kvalitete
• Keywords (english): public transport; service quality; level of service; quality control
• Language: croatian
• URN:NBN: urn:nbn:hr:119:012307
• 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: 2015-10-15 10:06:41