Customer satisfaction with the supply of airline companies at Franjo Tuđman airport

master's thesis

• Title (croatian): Zadovoljstvo kupaca ponudom zrakoplovnih kompanija u zračnoj luci Franjo Tuđman
• Author: Laura Vidović
• Mentor: Dora Naletina (mentor)
• Committee member: Dora Naletina (predsjednik povjerenstva)
• Committee member: Ante Vuletić (član povjerenstva)
• 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; Economics of Entrepreneurship

Abstract

This thesis explores customer satisfaction with the supply of airline companies at Franjo Tuđman Airport (Zagreb Airport), the main hub in Croatia's air transportation network. The study aims to identify the factors that significantly impact passenger satisfaction, with a focus on the supply of airline companies, airport facilities, and overall travel experience. Through a comprehensive analysis of airway passenger traffic, regulatory frameworks, and service evaluation methodologies, this research provides insights into the operational effectiveness of airlines and the airport's role in enhancing customer experience. An empirical study is conducted to assess passenger perceptions and satisfaction levels, offering valuable recommendations for improving service quality and fostering stronger customer loyalty at Franjo Tuđman Airport. The results of conducted primary research reveals that satisfaction with the variety of airlines is generally positive, with 79% content, but issues arise with flight frequency, destination range, and direct flight availability, where over half of respondents expressed dissatisfaction. However, in-flight amenities receive high praise, and 70% of passengers reported no negative experiences, though 25% suggest more direct flights.

Abstract (croatian)

Ova teza istražuje zadovoljstvo korisnika ponudom zrakoplovnih kompanija na Zračnoj luci Franjo Tuđman (Zračna luka Zagreb), glavnom čvorištu u mreži zračnog prometa Hrvatske. Studija ima za cilj identificirati čimbenike koji značajno utječu na zadovoljstvo putnika, s naglaskom na ponudu zrakoplovnih kompanija, sadržaje zračne luke i cjelokupno iskustvo putovanja. Kroz sveobuhvatnu analizu zračnog putničkog prometa, regulatornih okvira i metodologija ocjenjivanja usluga, ovo istraživanje pruža uvid u operativnu učinkovitost zračnih prijevoznika te ulogu zračne luke u poboljšanju korisničkog iskustva. Provedena je empirijska studija kako bi se procijenile percepcije i razine zadovoljstva putnika, nudeći vrijedne preporuke za poboljšanje kvalitete usluge i jačanje lojalnosti korisnika u Zračnoj luci Franjo Tuđman. Rezultati provedene primarne analize otkrivaju da je zadovoljstvo raznolikošću zrakoplovnih kompanija općenito pozitivno, s 79% zadovoljnih ispitanika, ali problemi se javljaju kod učestalosti letova, raspona destinacija i dostupnosti direktnih letova, gdje je više od polovice ispitanika izrazilo nezadovoljstvo. Međutim, sadržaji tijekom leta dobivaju visoke ocjene, a 70% putnika nije prijavilo negativna iskustva, iako 25% sugerira povećanje broja direktnih letova.

• Keywords: airline supply; airline service quality; air transport; Franjo Tuđman Airport; passenger satisfaction
• Keywords (croatian): ponuda zrakoplovnih kompanija; kvaliteta usluge zrakoplovnih kompanija; zračni promet; Zračna luka Franjo Tuđman; zadovoljstvo putnika
• Language: english
• URN:NBN: urn:nbn:hr:148:078154
• Study programme: Title: Master Degree in Business; specializations in: Managerial Informatics, Management, Marketing, Trade and International Business, Leadership; Course: Trade and International Business; Study programme type: university; Study level: 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: 2024-09-23 09:50:34