Zadovoljstvo korisnika kvalitetom usluge u prijevozu putnika željeznicom

master's thesis

• Title (english): Customer satisfaction with the quality of service in railway passenger transport
• Author: Antonio Franić
• Mentor: Dora Naletina (mentor)
• Committee member: Ivana Štulec (predsjednik povjerenstva)
• Committee member: Marija Jurčević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2022-09-29, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Željeznički promet spada u jedan od najsigurnijih i najbrže rastućih oblika prometa u svijetu. Sa svojim prednostima kao što su sigurnost, pouzdanost i mogućnost prijevoza velikog broja ljudi sigurno postoji potencijala postati konkurentnim oblikom transporta. Svatko tko koristi putnički prijevoz željeznicom ima različite potrebe i ciljeve te si može priuštiti različite mogućnosti. Stoga se definiranje kvalitete usluge razlikuje od potrošača do potrošača. Mjerenje zadovoljstva korisnika kvalitetom usluga prijevoza željeznicom provedeno je kroz istraživanje gdje su ispitanicima postavljene različite tvrdnje i pitanja na koja su morali odgovoriti. Istraživanje se provelo na temelju ključnih komponenti zadovoljstva uslugom poput; udobnosti, cjenovne pristupačnosti, sigurnosti, pouzdanosti, opsega usluge te lojalnosti usluzi. Rezultati provedenog istraživanja sugeriraju da su korisnici vlakova općenito bili nezadovoljni željezničkim uslugama, navodeći slabu dostupnost, izgled i funkcionalnost vlakova i popratnih objekata, točnost i pouzdanost usluga, geografsku pokrivenost i učestalost pružanja usluge kao ključna ograničenja. Ovo istraživanje nudi željezničkim prijevoznicima uvid u čimbenike kvalitete koje ispitanici smatraju kao glavne inicijatore zadovoljstva među korisnicima putničkog prijevoza željeznicom.

Abstract (english)

Railway transport is one of the safest and fastest growing forms of transport in the world. With its advantages such as safety, reliability and the possibility of transporting a large number of people, it certainly has the potential to become a competitive form of conveyance. Anyone who uses railway transport has different necessities and goals and can afford different options. Therefore, the definition of service quality differs from consumer to consumer. The measurement of user satisfaction with the quality of the rail transport service was carried out through a survey where respondents were asked different statements and questions that they had to answer. The research was conducted based on key components of service satisfaction such as; comfort, affordability, safety, reliability, scope of service and loyalty to the service. The results of the following research suggest that train users were generally dissatisfied with rail services, citing poor availability, appearance and functionality of trains and accompanying facilities, punctuality and reliability of services, geographic coverage and frequency of service provision as key limitations. This research offers rail carriers a insight into the quality factors that the respondents consider as main initiators of satisfaction among users of rail passenger transport.

• Keywords: putnički prijevoz; željeznica; kvaliteta; zadovoljstvo uslugom
• Keywords (english): passenger transport; railway; quality; service satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:528579
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and 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: 2022-09-29 09:50:34