Model vrjednovanja kvalitete prijevozne usluge u javnom cestovnom međugradskom linijskom putničkom prometu

doctoral thesis

• Title (english): Model of Quality Assessment of Transport Service in Public Road Intercity Line Passenger Traffic
• Author: Tomislav Bubalo https://orcid.org/0000-0001-9856-4370
• Mentor: Marijan Rajsman (mentor)
• Committee member: Luka Novačko (predsjednik povjerenstva)
• Committee member: Marijan Rajsman (član povjerenstva)
• Committee member: Marinko Jurčević (član povjerenstva)
• Committee member: Pero Škorput (član povjerenstva)
• Committee member: Drago Sever https://orcid.org/0000-0002-3719-4780 (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; Zagreb
• Defense date and country: 2022-10-06, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology
• Universal decimal classification (UDC): 656.1/.5 - Land transport

Abstract

Postizanje odgovarajuće razine kvalitete prijevozne usluge bitna je pretpostavka u pružanju prijevoznih usluga. Mjerenje zadovoljstva putnika smatra se najdjelotvornijim povratnim informacijama, uzimajući u obzir da ono pruža učinkovite, izravne, smislene i objektivne korisničke želje i očekivanja. Stoga, vrjednovanje kvalitete prijevozne usluge mjerenjem zadovoljstva putnika jedno je od najvažnijih pitanja koje se odnosi na poslovne odluke poduzeća za cestovni prijevoz putnika, što je opravdano filozofijom orijentacije prema klijentu i glavnim principima stalnog poboljšanja modernog poduzeća. Zapravo, mjerenje zadovoljstva putnika predstavlja jednu od pet glavnih funkcija znanosti upravljanja koje omogućuje razumijevanje, analizu i poboljšanje. Na taj način, zadovoljstvo putnika temeljni je standard izvedbe i mogući standard izvrsnosti za bilo koje poduzeće za cestovni prijevoz putnika. U ovom doktorskom radu razvijen je hibridni model za vrjednovanje kvalitete prijevozne usluge u cestovnom međugradskom linijskom putničkom prometu metodom mjerenja zadovoljstva putnika. Model VAZP (višekriterijska analiza zadovoljstva putnika) koristi analitičko-hijerarhijski proces (AHP) temeljen na dezagregatnom pristupu i linearnom programiranju. Glavna prednost VAZP pristupa je u tome što poštuje kvalitativni oblik ocjenjivanja i preferencije putnika koje se izražavaju u zadovoljstvu putnika. Istraživanje se temelji na podatcima koji su dobiveni anketnim ispitivanjem zadovoljstva putnika kvalitetom prijevozne usluge u cestovnom međugradskom linijskom putničkom prometu. Rezultati istraživanja opisani su pomoću numeričkih vrijednosti te su grafički prikazani primjenom deskriptivne statističke analize. Primjenom programskog alata Expert Choice i analize osjetljivosti utvrđuju se razlike između dostignute razine kvalitete prijevozne usluge pojedinih cestovnih prijevoznika te predlažu moguća poboljšanja u poslovanju za stjecanje konkurentske prednosti na tržištu prijevozničkih usluga. Ova sposobnost kvalitativnog predstavljanja prosudbi putnika i preferencija čini VAZP prikladnim alatom za procjenu kvalitete zadovoljstva putnika i ocjenu kvalitete usluga u sektoru prijevoza putnika te strateško pozicioniranje i stjecanje konkurentske prednosti na tržištu prijevozničkih usluga.

Abstract (english)

Achieving the appropriate level of quality of transport service is an essential prerequisite for the provision of transport services. Measuring passenger satisfaction is considered the most effective feedback, given that it provides effective, direct, meaningful and objective customer wishes and expectations. Therefore, assessing the quality of the transport service by measuring passenger satisfaction is one of the most important issues pertaining to the business decisions of the companies for road transportation, which is justified by the philosophy of customer orientation and the main principles of continuous improvement of the modern enterprise. In fact, measuring passenger satisfaction is one of the five major functions of management science that enables understanding, analysis and improvement. In this way, passenger satisfaction is a fundamental standard of performance and a possible standard of excellence for any company for road transportation. In this doctoral thesis has been developed a hybrid model for assessment the quality of transport service in road intercity line passenger transport by the method of measuring passenger satisfaction. The model VAZP (multi-criteria passenger satisfaction analysis) uses a analytical hierarchical process (AHP), based on a disaggregated approach and linear programming modeling. The main advantage of the VAZP approach is that it respects the qualitative form of rating and passenger preferences expressed in passenger satisfaction. The research is based on data obtained from a survey of passenger satisfaction with the quality of transport service in road intercity line passenger traffic. The results of the research are described using numerical values and are graphically represented using descriptive statistical analysis. Using the Expert Choice software tool and sensitivity analysis, the differences between the achieved quality level of the transport service of individual road carriers are analyzed and determined, and the possible improvements in the business are proposed to gain competitive advantage in the transport services market. This ability to qualitatively represent passenger's judgments and preferences makes model VAZP a suitable tool for assessing the quality of passenger satisfaction and evaluating the quality of services in the passenger transportation sector, as well as strategically positioning and gaining a competitive edge in the transportation services market.

• Keywords: cestovni putnički promet; kvaliteta prijevozne usluge; zadovoljstvo putnika; analitičko-hijerarhijski postupak (AHP); konkurentnost cestovnih prijevoznika
• Keywords (english): road passenger traffic; quality of transport service; passenger satisfaction; analytical hierarchical process (AHP); competitiveness of road carriers
• Language: croatian
• URN:NBN: urn:nbn:hr:119:330673
• Study programme: Title: Technological systems in traffic and transport; Study programme type: university; Study level: postgraduate; Academic / professional title: doktor/doktorica znanosti, područje tehničkih znanosti, polje tehnologija prometa i transport (doktor/doktorica znanosti, područje tehničkih znanosti, polje tehnologija prometa i transport)
• Type of resource: Text
• Extent: IV, 171 str. ; 30 cm
• File origin: Born digital
• Access conditions: Open access
• Created on: 2022-12-14 11:20:06