undergraduate thesis
Quality of Service in Public Transport

Matija Sikirić (2016)
Sveučilište u Zagrebu
Fakultet prometnih znanosti
Promet
Zavod za gradski promet
Metadata
TitleKvaliteta usluge u javnom gradskom prijevozu
AuthorMatija Sikirić
Mentor(s)Marko Slavulj (thesis advisor)
Abstract
Kvaliteta usluge javnog prijevoza uvelike utječe na zadovoljstvo korisnika te istovremeno i na prijevoznu potražnju. Opisani su primjeri kako europski gradovi obavljaju ispitivanja kvalitete usluge te putem benchmarkinga međusobno dijele podatke radi uzajamne koristi. Isto tako opisani su standardi prema kojima se provode ocjene kvalite usluge javnog prijevoza. U završnom radu analizirani su indikatori kvalitete usluge javnog prijevoza u Gradu Zagrebu na temelju provedene ankete, te se dobila slika kakvo mišljenje o kvaliteti usluge imaju korisnici javnog prijevoza. Također, ponuđeni su neki od prijedloga za povećanje zadovoljstva kvalitetom usluge javnog prijevoza koje su ocjenjivali sami korisnici usluge.
Keywordsquality of public transport services benchmarking standards transport demand city of Zagreb
Parallel title (English)Quality of Service in Public Transport
Committee MembersMarko Slavulj (committee chairperson)
Davor Brčić (committee member)
Mario Ćosić (committee member)
Ljupko Šimunović (committee member)
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
Road and Rail Transport
Study programme typeuniversity
Study levelundergraduate
Study programmeTraffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport
Study specializationUrban Traffic and Transport
Academic title abbreviationuniv. bacc. ing. traff.
Genreundergraduate thesis
Language Croatian
Defense date2016-09-13
Parallel abstract (English)
The quality of public transport services greatly affects customer satisfaction and at the same time transport demand. It is described thru examples of how European cities perform testing services quality and through benchmarking mutually share information for mutual benefit. Also described are the standards according to which the customer evaluates quality of public transport services. In this final work, indicators of the quality of public transport services were analyzed in the city of Zagreb on the basis of the survey and an image of passenger’s opinion on the quality of services was given. Also offered are some of the proposals to increase the satisfaction of passenger opinion of public transport services quality which they evaluated by themselves.
Parallel keywords (Croatian)kvaliteta usluge javnog prijevoza benchmarking standardi prijevozna potražnja Grad Zagreb
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:119:161911
CommitterMojca Brenko-Puzak