Pregledni rad

https://doi.org/10.17818/NM/2015/SI7

The Quality of Service in the Public Transport and Shipping Industry

Ondrej Stopka orcid.org/0000-0002-0932-4381 ; Department of Transport and Logistics Institute of Technology and Business České Budějovice, Czech Republic
Ivana Šimková ; Department of Research and Development Transport Research Institute, Slovakia
Vladimír Konečný orcid.org/0000-0002-2606-7890 ; Department of Road and Urban Transport Faculty of Operation and Economics of Transport and Communications University of Žilina, Slovakia

Sažetak

This paper deals with the quality system in public transport and the shipping industry. The quality in transport is a significant determinant of the demand. It is an important tool for customer retention and it also has effects on the performance and economic results of the organization in the competitive environment. The increasing level of
satisfaction must be one of the main objectives of each organization. The purpose of quality standards in public transport and the shipping industry implementation, as well as the example of measuring customer satisfaction in public transport,will be shown in this article. The questionnaire will be used and those results will be compared with the real value (the measurement of quality criteria in real conditions).

Ključne riječi

quality management system; public transport; shipping industry; satisfaction; service

Hrčak ID:

146754

URI

https://hrcak.srce.hr/146754

Datum izdavanja:

7.10.2015.

Posjeta: 2.233 *