Business Excellence, Vol. 9 No. 2, 2015.
Review article
SYSTEMATIC APPROACH TO DETERMINING THE FACTORS OF QUALITY OF MARITIME TRANSPORT SERVICE
Suzana Šamija
; Faculty of Maritime Studies Rijeka, University of Rijeka
Ines Kolanović
; Faculty of Maritime Studies Rijeka, University of Rijeka
Čedomir Dundović
; Faculty of Maritime Studies Rijeka, University of Rijeka
Abstract
The subject of this paper is to determine the fundamental factors of the quality of maritime transport services and analyse them, all with the aim of meeting the requirements of service users. These factors determine the quality of desired service results and must be in accordance with the policy of quality that is set at the level of a maritime organization, region or maritime countries in general. Contemporary economic turmoil, the process of globalization, the instability of the world market and the continued pressure of competition lead to strict requirements in terms of quality of services and the creation of the concept of a systematic and managerial approach within the system of maritime transport. The contribution of this work is reflected in the implementation of a systematic approach as the key condition for research and analysis of the factors of quality of maritime transport services in the complex and dynamic system of maritime transport, whose main purpose is to meet the needs and the demands of service users and all participants in the maritime business.
Keywords
maritime transport service; quality; systematic approach; factors of quality
Hrčak ID:
150945
URI
Publication date:
20.12.2015.
Visits: 2.094 *