Prethodno priopćenje
https://doi.org/10.31784/zvr.13.1.19
Identification of key factors of customer satisfaction in railway passenger transportation
Dora Naletina
orcid.org/0000-0002-6275-7039
; Sveučilište u Zagrebu, Ekonomski fakultet, Zagreb, Hrvatska
*
Ivana Štulec
orcid.org/0000-0002-6646-505X
; Sveučilište u Zagrebu, Ekonomski fakultet, Zagreb, Hrvatska
Maja Ilić
; Union Rail d.o.o., Šmrika, Hrvatska
* Dopisni autor.
Sažetak
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. This research was conducted in the context of the core components of service satisfaction, including aspects such as physical circulation, staff behaviour, perceived service cost, overall quality, and satisfaction itself. The goal of the research is to examine which aspects customers consider the most important for their satisfaction when using railway services, and thus to identify the key factors of satisfaction. The research instrument was a questionnaire. Descriptive statistics, factor analysis and correlation analysis were used in the analysis of the results. The results of the conducted research reveal widespread dissatisfaction with railway services among users of railway passenger transport in the Republic of Croatia. Among the identified shortcomings, the most common are deficiencies in the cleanliness of the facilities, unreliability towards employees, noncompliance with the timetable, and a significant decrease in the use of the service due to a price increase. Factor analysis identified three key factors of customer satisfaction: (1) physical environment, (2) staff behaviour, and (3) price perception. By analysing the key factors of respondents' satisfaction, this research enables rail service providers to work on key problem areas to increase customer satisfaction. The results of the research offer valuable social and economic implications, considering that in the conditions of sustainable development, an increasing emphasis is placed on the use of public transport.
Ključne riječi
railway passenger transport; customer satisfaction; service quality; factor analysis
Hrčak ID:
331495
URI
Datum izdavanja:
18.6.2025.
Posjeta: 297 *