Zadovoljstvo korisnika kvalitetom usluge u željezničkom putničkom prijevozu

master's thesis

• Title (english): Customer satisfaction with the quality of service in railway passenger transport
• Author: Maja Pavlović
• Mentor: Dora Naletina (mentor)
• Committee member: Miroslav Mandić (član povjerenstva)
• Committee member: Hana Horak (član povjerenstva)
• Committee member: Dora Naletina (predsjednik povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2023-09-28, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Željeznički promet je rastući i fundamentalno siguran način prijevoza u cijelom svijetu. Sa značajkama kao što su sigurnost, pouzdanost i sposobnost da primi veliki broj putnika, ima veliki potencijal da se uspostavi kao snažan i konkurentan način prijevoza. Važno je prepoznati da korisnici željezničkog putničkog prijevoza imaju različite potrebe i ciljeve što dovodi do višestrukih tumačenja kvalitete usluge. Zadovoljstvo korisnika kvalitetom usluge željezničkog putničkog prijevoza procjenjuje se istraživanjem u kojem se ispitanicima postavlja niz tvrdnji i pitanja na koja se traži odgovor. Ovo je istraživanje provedeno u kontekstu temeljnih komponenti zadovoljstva uslugom, uključujući aspekte kao što su fizičko kruženje, ponašanje osoblja, percipirana cijena usluge, sveukupna kvaliteta i na kraju zadovoljstvo. Rezultati provedenog istraživanja otkrivaju rasprostranjeno nezadovoljstvo željezničkim uslugama među korisnicima željezničkog putničkog prijevoza. Među utvrđenim nedostacima najzastupljeniji su nedostaci u čistoći objekata, nepouzdanje zaposlenika, manjak provođenja usluge prema rasporedu, te znatno smanjenje korištenja usluge potaknuto potencijalnim poskupljenjem. Ovo istraživanje davateljima usluge pruža vrijedan uvid u glavne odrednice zadovoljstva korisnika u sektoru putničkog željezničkog prijevoza. Analizirajući čimbenike koji najviše utječu na zadovoljstvo ispitanika, ovo istraživanje omogućuje pružateljima željezničkih usluga da porade na ključnim problematičnim područjima za i u tom procesu povećaju zadovoljstvo korisnika.

Abstract (english)

Rail transport is a growing and fundamentally safe mode of transport throughout the world. With features such as safety, reliability and the ability to accommodate a large number of passengers, it has great potential to establish itself as a strong and competitive mode of transport. It is important to recognize that users of rail passenger transport have different needs and goals, which leads to multiple interpretations of service quality. User satisfaction with the quality of rail passenger transport services is assessed by a survey in which respondents are asked a series of statements and questions to which an answer is sought. This research was conducted in the context of the core components of service satisfaction, including aspects such as physical circulation, staff behavior, perceived service cost, overall quality and ultimately satisfaction. The results of the conducted research reveal widespread dissatisfaction with rail services among users of rail passenger transport. Among the identified shortcomings, the most common are deficiencies in the cleanliness of the facilities, distrust of employees, lack of implementation of the service according to the schedule, and a significant decrease in the use of the service due to potential price increases. This research provides service providers with valuable insight into the main determinants of customer satisfaction in the passenger rail transport sector. By analyzing the factors that have the greatest influence on increasing the satisfaction of the respondents, this research allows railway service providers to rank the key problem areas in the process of customer satisfaction as well.

• Keywords: željeznički putnički prijevoz; zadovoljstvo korisnika; kvaliteta; usluga
• Keywords (english): railway passenger transport; user satisfaction; quality; service
• Language: croatian
• URN:NBN: urn:nbn:hr:148:796786
• 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 authenticated users
• Created on: 2023-10-09 15:26:48