Analiza kvalitete usluge u željezničkom gradsko-prigradskom putničkom prijevozu

master's thesis

• Title (english): Analysis of the Urban Rail Service Quality
• Author: Sebastijan Kamenščak
• Mentor: Marjana Petrović (mentor)
• Committee member: Borna Abramović (predsjednik povjerenstva)
• Committee member: Martin Starčević (član povjerenstva)
• Committee member: Mladen Nikšić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Railway Transport); Zagreb
• Defense date and country: 2017-09-26, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Road and Rail Transport

Abstract

Ovim radom će se utvrditi razina kvalitete usluge gradsko-prigradskog prijevoza putnika Grada Zagreba. Kvaliteta usluge u željezničkom putničkom prijevozu je izuzetno važna kako za putnike, tako i za prijevoznika. Briga o zadovoljstvu putnika kao korisnika usluge se više ne može zaobilaziti jer je podložna raznim shvaćanjima i kriterijima, te bi se trebala ispitati, a to je najlakše putem anketnih upitnika. U sklopu rada napravljeno je istraživanje uz pomoć anketnog upitnika koji se provodio putem Interneta i osobnim anketiranjem putnika u vlakovima. Dionica pruge koja je obuhvaćena istraživanjem je Dugo Selo – Harmica. Isto istraživanje je provedeno 2016. godine, te je napravljena usporedba oba istraživanja koja je prikazana grafikonima. Temeljem analiziranih podataka iz anketnih upitnika vidjet će se s kojim segmentima putovanja korisnici najčešće nisu zadovoljni, odnosno gdje ima prostora za unaprjeđenje usluge prijevoza.

Abstract (english)

This work will determine the level of quality for passengers urban transport of the City of Zagreb. The quality of rail passenger services is extremely important both for passengers and for operator. Caring for passenger satisfaction as a service user can no longer be circumvented because it is subject to various notions and criteria and should be examined, most easily through questionnaires. As part of the work, research was carried out with the help of a survey questionnaire conducted via the Internet and personal in the train. The section of the strip that is covered by the research is Dugo Selo - Harmica. The same research was conducted in 2016, and a comparison of both surveys is presented through graphs. Based on the analyzed data from the survey questionnaire, it will be seen which segment of travel the users are most often dissatisfied with, or where there is room for improvement of the transport service.

• Keywords: anketni upitnik; željeznica; gradsko-prigradski prijevoz; kvaliteta; usluga; korisnik/putnik
• Keywords (english): survey questionnaire; rail; urban transport; quality; service; user/passenger
• Language: croatian
• URN:NBN: urn:nbn:hr:119:421222
• Study programme: Title: Traffic 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; Course: Railway Traffic and Transport; Study programme type: university; Study level: graduate; 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: 2017-10-05 13:11:15