Usporedba pokazatelja kvalitete poštanskih i logističkih usluga

master's thesis

• Title (english): Comparison of Quality Indicators of Postal and Logistics Services
• Author: Valentina Štefković
• Mentor: Tomislav Kljak (mentor)
• Committee member: Zvonko Kavran (predsjednik povjerenstva)
• Committee member: Jasna Blašković Zavada (član povjerenstva)
• Committee member: Mario Šafran (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Postal Transport); Zagreb
• Defense date and country: 2021-09-22, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

Kroz diplomski rad uspoređeni su poštanski i logistički pokazatelji kvalitete usluga. Kvaliteta se temelji na zadovoljstvu krajnjeg korisnika. Osim poštanskih i logističkih usluga, opisane su i kurirske usluge. Sve tri vrste usluga imaju mnogo toga zajedničkog, no u nekim elementima postoje razlike kao što su npr. način dostave, praćenje pošiljke, skladištenje, razrada, cijena usluge i dr. Da bi se usluge mogle obavljati, nužno je poštivati norme i Zakone potpisane od nadležnih tijela. Svaka usluga ima mogućnost za unaprijeđenje, što za posljedicu daje bolju kvalitetu i pristupačniju uslugu krajnjem korisniku.

Abstract (english)

This diploma thesis compares postal and logistical indicators of service quality. Quality is based on the end-user satisfaction. In addition to postal and logistics services, courier services are also described. All three types of services have a lot in common, but in some elements there are differences such as the method of delivery, shipment tracking, warehousing, processing, price of the service, etc. In order for the services to be performed, it is necessary to comply with the norms and laws signed by the competent authorities. Each service has the potential for improvement, which in turn provides better quality and more affordable service to the end user.

• Keywords: poštanski i logistički pokazatelji kvalitete usluga; kurirske usluge; krajnji korisnik; norme; Zakoni
• Keywords (english): postal and logistical indicators of the service quality; courier services; end user; norms; laws
• Language: croatian
• URN:NBN: urn:nbn:hr:119:115738
• 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: Road 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: 2021-11-04 14:28:45