Quality of Service in Public Transport

undergraduate thesis

• Title: Kvaliteta usluge u javnom gradskom prijevozu
• Author: Matija Sikirić
• Mentor: Marko Slavulj (mentor)
• Committee member: Davor Brčić (predsjednik povjerenstva)
• Committee member: Mario Ćosić (član povjerenstva)
• Committee member: Ljupko Šimunović (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Urban Transport); Zagreb
• Defense date and country: 2016-09-13, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Road and Rail Transport

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.

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.

• Keywords: kvaliteta usluge javnog prijevoza; benchmarking; standardi; prijevozna potražnja; Grad Zagreb
• Keywords (english): quality of public transport services; benchmarking; standards; transport demand; city of Zagreb
• Language: croatian
• URN:NBN: urn:nbn:hr:119:161911
• Study programme: Title: Promet; smjerovi: Cestovni, Željeznički, Vodni, Zračni, Poštanski, Informacijsko-komunikacijski, Gradski; Study programme type: sveučilišni; Study level: preddiplomski; Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2016-09-16 12:49:52