Zadovoljstvo korisnika međugradskog autobusnog prijevoza

master's thesis

• Title (english): Customer service satisfaction in intercity bus transportation
• Author: Mihaela Gulan
• Mentor: Miroslav Mandić (mentor)
• Committee member: Sandra Horvat (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2024-09-18, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

U suvremeno doba, zadovoljstvo korisnika je jedan od osnovnih ciljeva poduzeća te ujedno i pokazatelj koliko dobro neko poduzeće posluje. Ono povećava vrijednost kupaca, može stvoriti snažan osjećaj lojalnosti koji dovodi do ponovljene kupnje i samim time se smanjuje gubitak kupaca. Zadovoljstvo je kratkoročan osjećaj koji se može mijenjati kroz vrijeme uoči promjene brojnih čimbenika te da bi se doseglo, potrebno je korištenje proizvoda ili usluge, a ne isključivo kupovine. Rad se temelji na istraživanju zadovoljstva korisnika međugradskog autobusnog prijevoza na namjernom uzorku od sveukupno 111 ispitanika s pomoću anketnog upitnika. Rezultati istraživanja pokazuju da su korisnici uslugom međugradskog autobusnog prijevoza srednje zadovoljni te su svoje zadovoljstvo u najvećoj mjeri izražavali sa srednjom ocjenom 3. Ispitanici su najviše nezadovoljni s čistoćom vozila i prostorom autobusnog kolodvora, dok su relativno zadovoljni s dostupnosti informacija o usluzi, sigurnosti i pouzdanosti i povezanosti usluge. Rezultati anketnog upitnika pokazuju postojanje mnogo mjesta za povećanje kvalitete, atraktivnosti i uslužnosti prijevoza te samim time zadovoljstva korisnika.

Abstract (english)

In today's world, customer satisfaction is a critical goal for businesses, as it indicates how well they are performing and can lead to increased customer value and loyalty. Satisfaction is a positive state of mind that reflects how much a product or service has exceeded a user's expectations. However, this feeling is subject to change due to numerous factors, and experiencing the product or service is necessary to achieve it. To gain insight into customer satisfaction with intercity bus transport, a survey was conducted on a purposive sample of 111 respondents using a questionnaire. The results suggest that users are moderately satisfied with the service, with an average rating of 3. While respondents expressed the most dissatisfaction with the cleanliness of the vehicles and the space of the bus station, they were relatively satisfied with the availability of information, safety, reliability, and service connectivity. Overall, there is ample room for improving the quality, attractiveness, and serviceability of transport to increase user satisfaction.

• Keywords: zadovoljstvo; kvaliteta usluge; međugradski autobusni prijevoz; autobus
• Keywords (english): satisfaction; service quality; intercity bus transport; bus
• Language: croatian
• URN:NBN: urn:nbn:hr:148:699155
• Study programme: Title: Business economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: sveučilišni magistar ekonomije/sveučilišna magistra ekonomije (sveučilišni magistar ekonomije/sveučilišna magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-09-18 20:53:15