Analiza informatičke podrške korisnicima prilikom predaje poštanskih pošiljaka

undergraduate thesis

• Title (english): Analysis of IT support for users during postal items submission
• Author: Domagoj Vrkić
• Mentor: Tomislav Kljak (mentor)
• Committee member: Zvonko Kavran (predsjednik povjerenstva)
• Committee member: Jasna Blašković Zavada (član povjerenstva)
• Committee member: Marko Periša (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Postal Transport); Zagreb
• Defense date and country: 2024-07-02, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

U ovom završnom radu istražuju se razine informatičke podrške korisnicima koju pružaju najkorišteniji davatelji ostalih poštanskih usluga Tisak, DPD i Overseas Express, u usporedbi s univerzalnim davateljem poštanskih usluga, Hrvatskom poštom. Rad se fokusira na analizu dostupnosti i efikasnosti digitalnih rješenja koja olakšavaju korisnicima proces predaje poštanskih pošiljaka. Poseban naglasak stavljen je na razvoj web aplikacije koja omogućava korisnicima ispunjavanje P-10m obrazaca Hrvatske pošte, koji je trenutno moguće ispuniti samo ručno u poštanskim uredima. Web aplikacija nudi brzo i efikasno rješenje za ispunjavanje i ispisivanje obrasca, čime se smanjuje potreba za direktnom podrškom sustava i pojednostavljuje cijeli proces za korisnike. Razvijena aplikacija omogućuje korisnicima da ispunjeni obrazac jednostavno ispišu i s njim odu u najbliži ured Hrvatske pošte, čime se značajno smanjuje vrijeme i trud potreban za predaju poštanskih pošiljaka. Kroz rad su detaljno prikazane usporedne prednosti i nedostaci informatičke podrške kod odabranih davatelja poštanskih usluga, s ciljem identificiranja najboljih praksi i mogućnosti za unapređenje korisničkog iskustva u poštanskom sektoru. Rad donosi zaključke o trenutnom stanju informatičke podrške u poštanskom sektoru u Republici Hrvatskoj te nudi preporuke za daljnja unapređenja, s naglaskom na integraciju naprednijih digitalnih rješenja koja će korisnicima olakšati proces predaje poštanskih pošiljaka.

Abstract (english)

In this thesis, the levels of IT support provided to users by the most frequently used alternative postal service providers Tisak, DPD, and Overseas Express are compared with the universal postal service provider, Croatian Post. The study focuses on analyzing the availability and efficiency of digital solutions that facilitate the process of postal parcel submission for users. Special emphasis is placed on the development of a web application that allows users to complete the P-10m forms of Croatian Post, which currently can only be filled out manually at post offices. The web application offers a quick and efficient solution for filling out and printing the form, thereby reducing the need for direct system support and simplifying the entire process for users. The developed application enables users to easily print the completed form and take it to the nearest Croatian Post office, significantly reducing the time and effort required for postal parcel submission. The paper presents a detailed comparative analysis of the advantages and disadvantages of IT support among the selected postal service providers, with the aim of identifying best practices and opportunities for improving user experience in the postal sector. The thesis concludes with an assessment of the current state of IT support in the postal sector in the Republic of Croatia and offers recommendations for further improvements, emphasizing the integration of advanced digital solutions to facilitate the process of postal parcel submission for users.

• Keywords: informatička podrška; poštanske usluge; Hrvatska pošta; web aplikacija; korisničko iskustvo; digitalna rješenja
• Keywords (english): IT support; postal services; Croatian Post; web application; user experience; digital solutions
• Language: croatian
• URN:NBN: urn:nbn:hr:119:622811
• Study programme: Title: Transport; specializations in: Road Transport, Rail Transport, Water Transport, Air Transport, Postal Transport, Information and Communication Traffic, Urban Transport; Course: Postal Transport; Study programme type: university; Study level: undergraduate; 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: 2024-07-30 14:35:01