ROLE AND IMPORTANCE OF IMPLEMENTATION OF QUALITY MANAGEMENT IN BUS TRANSPORTATION

Abstract

Considering increased passenger mobility, bus transportation has an increasing significance on the market. Creating passengers' trust is achieved through tangible and intangible elements of the service provided. The service, in the first place, has to have ensured quality standards that will be recognized by passengers and due to which passengers will remain faithful to the further use of the service. In order to ensure the quality of the service, namely to fulfil the needs of passengers, management has a role to continuously work on introducing and improving the elements that raise the quality of service. As the processes of acquisitions and mergers in the organization represent an opportunity for market positioning and significance for the economy, on the other hand are a major challenge for the management, because the integration process is often painstaking and the efforts of the management are needed for this path to successfully. Therefore, of extreme importance is the implementation of the best processes of each company in order to improve the quality of the service by merging the companies.

The aim of this paper is to examine passenger’s satisfaction with the service after introducing new elements aimed at improving the service, after the acquisition of the company. Main finds are based on understanding passenger’s real needs who stated their opinion through questionnaires which represents the basis of further development of business development strategy. Methodology and scope of the work consist of comparing author’s previous surveys and current survey in accordance with the Servqual model, which is the practical part of the paper, and theory part related to ensuring quality elements and the importance of its application.