Zaštita potrošača kod pružanja usluga javnog prijevoza

master's thesis

• Title (english): Consumer protection in the provision of public transport services
• Author: Diana Obranović
• Mentor: Dario Dunković (mentor)
• Committee member: Kosjenka Dumančić (predsjednik povjerenstva)
• Committee member: Kristina Petljak (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2016-09-08, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Zaštita potrošača kod pružanja usluga javnog prijevoza postaje sve češća tema u svakodnevici iz razloga što se osviještenost potrošača trajno povećava i jača, čime zaštita potrošača ujedno dobiva sve veći značaj. Kako bi došlo do daljnjih promjena te poboljšanja kvalitete pružene usluge, neophodno je da zahtjevi i potrebe potrošača najprije budu adekvatno i pravovremeno prepoznati kroz sve vrste javnog prijevoza. Da bi se tržišno natjecanje između različitih grana prijevoza moglo uspješnije i korektnije regulirati, a potrošače ujedno i bolje zaštiti od nelojalne konkurencije, kontinuirano se provode istraživanja tržišta temeljem kojih se prava potrošača redovno prilagođavaju te integriraju kroz pripadajuću regulativu, koja je detaljno obuhvaćena u ovom radu. Kao predmet ovog rada je također obuhvaćena i razina osviještenosti te proaktivnosti korisnika navedene javne usluge. Uz neophodno zadržavanje postojećeg trenda povećanja osviještenosti potrošača, posebna pažnja se također treba posvetiti daljnjim istraživanjima i ispravljanju mogućih propusta u regulativnom okviru u svrhu još jače zaštite potrošačevih prava tokom korištenja usluga javnog prijevoza. Iz tog razloga je provedeno vlastito empirijsko istraživanje kojim se ispunio cilj ovog rada, a to je ispitivanje položaja potrošača u javnom putničkom prijevozu i razina njihove zaštite. Uz navedeno, ponudile su se preporuke nositeljima potrošačke politike u smjeru jačanja zakonodavnog okvira koji bi dodatno zaštitio prava putnika te se ukazala i potreba za nužnošću ulaganja dodatnih napora u smjeru ispravnog i pravovremenog informiranja potrošača od strane prijevoznika.

Abstract (english)

Consumer protection in the context of the provision of public transport services is becoming an increasingly important concept in day-to-day life due to an increased and strengthened awareness on the part of the consumer. Indeed, the term “consumer protection” is more meaningful than ever. In order to achieve long-term change and improvement in the provision of public transport services, it is vital that the demands and needs of consumers are adequately recognised in a timely manner across all branches of public transport. For market competition between the various branches of public transport to be more efficiently and fairly regulated while simultaneously offering consumers better protection from anti-competitive behaviour, ongoing market research has been conducted in this field on the basis of which the rights of consumers have been regularly adapted and integrated into the relevant regulatory scheme, which is considered in detail in this work. This work also considers the levels of awareness and proactivity on the part of public transport users. In addition to the necessary retention of the current trend of the increased awareness of consumers, special attention should also be paid to further research aimed at correcting possible flaws in the regulatory framework in order to more strongly protect consumers’ rights in the use of public transport services. For this reason, empirical research was carried out to meet the stated aims of this work, namely, researching the position of public transport consumers and the level of their protection. In addition, this work also makes several policy recommendations aimed at strengthening the legislative framework and further protecting the rights of passengers, as well as highlighting the necessity of additional effort in the context of communication between consumers and carriers.

• Keywords: zaštita potrošača; prava potrošača; javni prijevoz; javna usluga; kvaliteta; regulatorni okvir
• Keywords (english): consumer protection; rights of the consumer; public transport; public service; quality; regulatory framework
• Language: croatian
• URN:NBN: urn:nbn:hr:148:435437
• 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 students and staff of home institution
• Created on: 2016-11-24 12:38:50