Praćenje i analiza kvalitete prijenosa poštanskih pošiljaka davatelja univerzalne usluge

undergraduate thesis

• Title (english): Postal Items Conveyance Quality Monitoring and Analysis of Universal Service Provider
• Author: Nikola Lisak
• Mentor: Tomislav Kljak (mentor)
• Committee member: Zvonko Kavran (predsjednik povjerenstva)
• Committee member: Jasna Blašković Zavada (član povjerenstva)
• Committee member: Mihaela Bukljaš Skočibušić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Postal Transport); Zagreb
• Defense date and country: 2016-09-13, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

Kada se govori o davateljima univerzalne poštanske usluge, kvaliteta prijenosa poštanskih pošiljaka predstavlja jednu od najvažnijih stavki poslovanja. Hrvatska pošta, kao najveći pružatelj poštanskih usluga u Republici Hrvatskoj, pridaje izuzetnu pažnju kvaliteti prijenosa poštanskih pošiljaka, koju je potrebno kontinuirano pratiti i analizirati kako bi se zadržala na zadovoljavajućoj razini za korisnike, ali i za ispunjenje standardiziranih normi kojoj kao članica Europske unije pripada. U radu su analizirane značajke kvalitete prijenosa pošiljaka u unutarnjem i međunarodnom prometu. Također posebna pažnja posvetila se i mogućnostima unapređenja kvalitete usluge Hrvatske pošte, kako bi ista pratila nove trendove plasirane na tržištu u svrhu zadovoljenja očekivanja potrošača.

Abstract (english)

When speaking of providers of universal postal services, transfer quality of postal items represents one of the most important items of business activities. Hrvatska pošta, the largest provider of postal services in the Republic of Croatia, gives great attention to the quality of transfer of postal items, which should be regularly monitored and analyzed in order to maintain satisfactory for users, but also for fulfillment of EU standardized norms. The paper analyzes quality features of transfer of consignments in domestic and international traffic. Also special attention is paid to the possibilities of enhancing the quality of services, so they can stay ahead of new trends on the market in order to satisfy consumers expectations.

• Keywords: kvaliteta usluge; prijenos poštanskih pošiljka; davatelj univerzalne usluge
• Keywords (english): quality of service; transfer of postal items; universal service provider
• Language: croatian
• URN:NBN: urn:nbn:hr:119:208722
• 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: Postal Traffic; 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: 2016-12-06 13:25:45