master's thesis
Service Quality Management in Public Transport

Ivan Trković (2015)
Sveučilište u Zagrebu
Fakultet prometnih znanosti
Promet
Zavod za gradski promet
Metadata
TitleUpravljanje kvalitetom usluge prijevoza putnika
AuthorIvan Trković
Mentor(s)Marko Ševrović (thesis advisor)
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.
Keywordspublic transport service quality level of service quality control
Parallel title (English)Service Quality Management in Public Transport
Committee MembersMarko Ševrović
Davor Brčić
Marko Slavulj
Gordana Štefančić
GranterSveučilište u Zagrebu
Fakultet prometnih znanosti
Lower level organizational unitsPromet
Zavod za gradski promet
PlaceZagreb
StateCroatia
Scientific field, discipline, subdisciplineTECHNICAL SCIENCES
Traffic and Transport Technology
Intelligent Transport Systems and Logistics
Study programme typeuniversity
Study levelgraduate
Study programmeIntelligent Transport Systems and Logistics
Academic title abbreviationmag. ing. traff.
Genremaster's thesis
Language Croatian
Defense date2015-09-24
Parallel 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.
Parallel keywords (Croatian)javni prijevoz putnika kvaliteta usluge razina usluge kontrola kvalitete
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:119:012307
CommitterMojca Brenko-Puzak