Pokazatelji kvalitete prijevoza robe željeznicom na liberaliziranom tržištu

master's thesis

• Title (english): Quality indicators of freight railway transport on liberalised market
• Author: Ema Krajina
• Mentor: Borna Abramović (mentor)
• Committee member: Martin Starčević (predsjednik povjerenstva)
• Committee member: Denis Šipuš (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: 2024-09-30, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Road and Rail Transport

Abstract

Ovaj diplomski rad bavi se razvojem sveobuhvatnog sustava koji bi omogućio praćenje
i evaluaciju kvalitete usluga u željezničkom prijevozu robe. Cilj rada je identificirati ključne
pokazatelje performansi koji bi pomogli u povećanju učinkovitosti i konkurentnosti
željezničkih prijevoznika na tržištu. U radu se analizira trenutni sustav pokazatelja kvalitete
usluge, utjecaj liberalizacije na željezničko tržište prijevoza robe i metode mjerenja kvalitete
usluge u željezničkom sektoru. Naglasak je na optimizaciju kvalitete usluge, zadovoljstvo
korisnika i operativnu efikasnost. Također, u analizi su navedeni ključni pokazatelji kvalitete
prijevoza kao što su točnost, brzina isporuke, pouzdanost usluge, sigurnost prijevoza i
fleksibilnost. Kroz navedene pokazatelje, sustav omogućava kontinuirano praćenje i
poboljšanje ključnih elemenata poslovanja, što doprinosi većem zadovoljstvu korisnika i višoj
razini usluge.

Abstract (english)

This thesis deals with the development of a comprehensive system that would enable
the monitoring and evaluation of service quality in rail freight transport. The aim of the thesis
is to identify key performance indicators that would help increase the efficiency and
competitiveness of railway freight carriers in the market. The paper analyzes the current quality
service indicator system, the impact of liberalization on the rail freight market and methods for
measuring service quality in the railway sector. Emphasis is placed on optimizing service
quality, customer satisfaction, and operational efficiency. The analysis also highlights key
quality indicators such as punctuality, delivery speed, service reliability, transport safety, and
flexibility. Through these indicators, the system enables continuous monitoring and
improvement of key business elements, contributing to greater customer satisfaction and a
higher level of service.

• Keywords: sustav pokazatelja kvalitete; kvaliteta usluge; liberalizacija
• Keywords (english): system of quality indicators; service quality; liberalisation
• Language: croatian
• URN:NBN: urn:nbn:hr:119:172522
• Study programme: Title: Transport; specializations in: Road Transport, Rail Transport, Water Transport, Air Transport, Postal Transport, Information and Communication Traffic, Urban Transport; Course: Road Transport; Study programme type: university; Study level: graduate; Academic / professional title: sveučilišni/a magistar/magistra inženjer/inženjerka prometa (sveučilišni/a magistar/magistra inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-12-05 13:59:50