Service quality aspects in ferry passenger transport in the Republic of Croatia

master's thesis

• Author: Mia Krasić
• Mentor: Dora Naletina (mentor)
• Committee member: Dora Naletina (predsjednik povjerenstva)
• Committee member: Hana Horak (član povjerenstva)
• Committee member: Mate Damić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2022-09-30, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Given that the Republic of Croatia is a country that bases most of its income on tourism, it is extremely important that services for tourists are at the expected level. One of the services is sea transportation of passengers by ferry. The research on service satisfaction is the topic of this thesis. The main goals of this paper are to provide a complete overview of the advantages and disadvantages of ferry passenger transportation in Croatia, focused on the quality of the service and not on the technical specifications of the vehicles and equipment themselves, and to provide recommendations for further future practical improvements and scientific research. in that case. In this paper, based on the available literature, the availability of the ferry service will be investigated. Also, as part of the work, it will be investigated whether passengers are satisfied with ferry maritime transport services and how the service can be improved. Based on the results of primary research, it was concluded that most of respondents were satisfied with the services on the ferry. Equally, it can be concluded that there is space for improving the service to make users even more satisfied.

Abstract (croatian)

Obzirom da je Republika Hrvatska zemlja koja većinu svojih dohodaka bazira na temelju turizma, iznimno je važno da i usluge za turiste budu na očekivanoj razini. Jedna od usluga je pomorski prijevoz putnika trajektom. Upravo je istraživanje o zadovoljstvu usluga tema ovog diplomskog rada. Glavni ciljevi ovog rada su pružiti cjelovit pregled prednosti i nedostataka trajektnog prijevoza putnika u Hrvatskoj, usmjeren na kvalitetu usluge, a ne na tehničke specifikacije samih vozila i opreme, te dati preporuke za daljnja buduća praktična poboljšanja i znanstvena istraživanja. po tom pitanju. U ovom radu se na temelju dostupne literature istražuje dostupnost usluge trajektnim pomorskim prijevozu. Također, u sklopu rada će se istražiti jesu li putnici zadovoljni uslugama trajektnog pomorskog prijevoza i na koji način se može unaprijediti usluga. Na temelju rezultata primarnog istraživanja zaključuje se kako je većina ispitanika zadovoljna uslugama na trajektu. Jednako tako, može se zaključiti da ipak ima prostora za unaprijeđenje usluga kako bi korisnici bili još zadovoljniji.

• Keywords: Maritime transport; ferry; ferry services; passenger transport; line passenger transport
• Keywords (croatian): Pomorski prijevoz; trajekt; trajektne usluge; putnički prijevoz; linijski prijevoz
• Language: english
• URN:NBN: urn:nbn:hr:148:624480
• Study programme: Title: Business economics; specializations in: Marketing in english, Managerial informatics, Management, Marketing, Trade and international business, Leadership; Course: Trade and international business; 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: 2022-10-17 19:03:57