Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta

master's thesis

• Title (english): Comparison of user satisfaction with the quality of services in Zagreb airport and Budapest airport
• Author: Danko Badanjak
• Mentor: Dora Naletina (mentor)
• Committee member: Dora Naletina (predsjednik povjerenstva)
• Committee member: Hana Horak (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: 2024-10-24, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Ovaj diplomski rad istražuje zadovoljstvo korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta. Cilj istraživanja je usporediti iskustva korisnika u obje zračne luke kako bi se identificirale ključne razlike u pružanju usluga i zadovoljstvu putnika. Metodologija istraživanja uključivala je anketu provedenu među 122 ispitanika tijekom 2024. godine. Dobiveni rezultati pokazuju da su putnici općenito zadovoljni kvalitetom usluga u obje zračne luke, ali postoje značajne razlike u ocjenama specifičnih usluga, poput parkiranja, sigurnosnih provjera i ponude hrane i pića. Zračna luka Zagreb bilježi više ocjene u segmentima parkiranja i sigurnosnih provjera, dok Zračna luka Budimpešta ima bolje ocjene za osoblje i opcije kupovine u duty free trgovinama. Ključna preporuka promatranim lukama je potreba za daljnjim unapređenjem usluga i praćenjem korisničkog zadovoljstva kako bi obje zračne luke zadržale konkurentnost.

Abstract (english)

This thesis explores user satisfaction with the quality of services at Zagreb Airport and Budapest Airport. The aim of the research is to compare user experiences at both airports to identify key differences in service provision and passenger satisfaction. The research methodology involved a survey conducted among 122 respondents in 2024. The results show that passengers are generally satisfied with the quality of services at both airports, but there are significant differences in the ratings of specific services such as parking, security checks, and food and beverage offerings. Zagreb Airport receives higher ratings in the parking and security segments, while Budapest Airport scores better in staff friendliness and duty-free shopping options. The key recommendation is the continuous improvement of services and monitoring of customer satisfaction to maintain competitiveness.

• Keywords: zračni promet; zadovoljstvo korisnika; Zračna luka Zagreb; Zračna luka Budimpešta; kvaliteta usluga
• Keywords (english): air traffic; user satisfaction; Zagreb Airport; Budapest Airport; quality of services
• Language: croatian
• URN:NBN: urn:nbn:hr:148:744020
• Study programme: Title: Business economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2024-10-25 20:36:26