Zadovoljstvo korisnika sustavom javnog prijevoza u gradu Zagrebu

master's thesis

• Title (english): User satisfaction with the public transport system in the city of Zagreb
• Author: Tea Kovačićek
• Mentor: Dora Naletina (mentor)
• Committee member: Ivana Štulec (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2024-09-19, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Javni prijevoz u Zagrebu, glavnom gradu Hrvatske, ključna je komponenta urbanog života, omogućujući tisućama građana svakodnevno kretanje. Sustav se sastoji od tramvaja, autobusa i prigradskih vlakova koji zajedno čine mrežu koja povezuje razne dijelove grada i okolnih naselja. Zadovoljstvo korisnika ovim sustavom ima izravan utjecaj na kvalitetu života, okoliš i gospodarski razvoj grada. Zagrebački električni tramvaj (ZET) je glavni pružatelj usluga javnog prijevoza u Zagrebu. Tramvajska mreža ima 15 linija koje pokrivaju većinu gradskih područja, dok autobusna mreža dopunjuje tramvajsko povezivanje područja koja nisu pokrivena tramvajima. Prigradski vlakovi povezuju Zagreb s okolnim gradovima i naseljima, čime se osigurava mobilnost šire regije. Rezultati istraživanja zadovoljstva korisnika pokazali su da su glavni problemi kašnjenja i nedovoljna povezanost određenih dijelova grada, posebno rubnih naselja. Korisnici su izrazili nezadovoljstvo zbog prenapučenosti vozila u vrijeme vršnog opterećenja. S druge strane, korisnici su često zadovoljni čistoćom vozila i ljubaznošću vozača. Zadovoljstvo korisnika javnim prijevozom u Zagrebu ključno je za održivu mobilnost grada. Iako postoje izazovi koje treba riješiti, kontinuirana ulaganja i unapređenja mogu značajno poboljšati iskustvo korisnika.. Redovita istraživanja i povratne informacije korisnika ključni su za prilagodbu i razvoj sustava koji odgovara potrebama svih građana.

Abstract (english)

Public transport in Zagreb, the capital of Croatia, is a key component of urban life, enabling thousands of citizens to get around on a daily basis. The system consists of trams, buses and suburban trains that together form a network that connects various parts of the city and surrounding settlements. User satisfaction with this system has a direct impact on the quality of life, the environment and the economic development of the city. The Zagreb Electric Tram (ZET) is the main provider of public transport services in Zagreb. The tram network has 15 lines that cover most of the city's areas, while the bus network complements the tram connection of areas not covered by trams. Commuter trains connect Zagreb with the surrounding cities and towns, thus ensuring the mobility of the wider region. The results of the user satisfaction survey showed that the main problems are delays and insufficient connectivity of certain parts of the city, especially the suburbs. Users expressed dissatisfaction with the overcrowding of vehicles during peak hours. On the other hand, users are often satisfied with the cleanliness of the vehicle and the courtesy of the driver. User satisfaction with public transport in Zagreb is key to the city's sustainable mobility. While there are challenges that need to be addressed, continued investment and improvements can significantly improve the user experience. Regular research and user feedback are key to adapting and developing a system that meets the needs of all citizens.

• Keywords: javni gradski prijevoz; grad Zagreb; zadovoljstvo korisnika; tramvaj
• Keywords (english): public city transport; city of Zagreb; user satisfaction; tram
• Language: croatian
• URN:NBN: urn:nbn:hr:148:380395
• 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: Access restricted to students and staff of home institution
• Created on: 2024-09-20 16:11:28