Željeznice 21, Vol. 17 No. 1, 2018.
Professional paper
ANALYSIS OF SERVICE QUALITY IN URBAN-SUBURBAN RAIL PASSENGER TRANSPORT
Sebastijan Kamenščak
Marjana Petrović
; Fakultet prometnih znanosti
Abstract
This work will determine the level of quality for passengers urban transport of the City of Zagreb. The quality of rail passenger services is extremely important both for passengers and for operator. Caring for passenger satisfaction as a service user can no longer be circumvented because it is subject to various notions and criteria and should be examined, most easily through questionnaires. As part of the work, research was carried out with the help of a survey questionnaire conducted via the Internet and personal in the train. The section of the strip that is covered by the research is Dugo Selo - Harmica. Based on the analyzed data from the survey questionnaire, it will be seen which segment of travel the users are most often dissatisfied with, or where there is room for improvement of the transport service.
Keywords
survey questionnaire; rail; urban transport; quality; service; user/passenger
Hrčak ID:
199186
URI
Publication date:
3.4.2018.
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