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master's thesis
Sustav upravljanja kvalitetom usluga u pomorskom prijevozu
Rijeka: University of Rijeka, Faculty of Maritime Studies, Rijeka, 2015. urn:nbn:hr:187:867030
Rukavina, Nina
University of Rijeka
Faculty of Maritime Studies
Department of Logistics and Management

Institutional repository: Repository of the University of Rijeka, Faculty of Maritime Studies - FMSRI Repository

Cite this document

Rukavina, N. (2015). Sustav upravljanja kvalitetom usluga u pomorskom prijevozu (Master's thesis). Rijeka: University of Rijeka, Faculty of Maritime Studies. Retrieved from https://urn.nsk.hr/urn:nbn:hr:187:867030

Rukavina, Nina. "Sustav upravljanja kvalitetom usluga u pomorskom prijevozu." Master's thesis, University of Rijeka, Faculty of Maritime Studies, 2015. https://urn.nsk.hr/urn:nbn:hr:187:867030

Rukavina, Nina. "Sustav upravljanja kvalitetom usluga u pomorskom prijevozu." Master's thesis, University of Rijeka, Faculty of Maritime Studies, 2015. https://urn.nsk.hr/urn:nbn:hr:187:867030

Rukavina, N. (2015). 'Sustav upravljanja kvalitetom usluga u pomorskom prijevozu', Master's thesis, University of Rijeka, Faculty of Maritime Studies, accessed 27 December 2024, https://urn.nsk.hr/urn:nbn:hr:187:867030

Rukavina N. Sustav upravljanja kvalitetom usluga u pomorskom prijevozu [Master's thesis]. Rijeka: University of Rijeka, Faculty of Maritime Studies; 2015 [cited 2024 December 27] Available at: https://urn.nsk.hr/urn:nbn:hr:187:867030

N. Rukavina, "Sustav upravljanja kvalitetom usluga u pomorskom prijevozu", Master's thesis, University of Rijeka, Faculty of Maritime Studies, Rijeka, 2015. Available at: https://urn.nsk.hr/urn:nbn:hr:187:867030

Metadata
TitleSustav upravljanja kvalitetom usluga u pomorskom prijevozu
Title (english)QUALITY MANAGEMENT SYSTEM OF MARITIME TRANSPORT SERVICE
AuthorNina Rukavina
MentorInes Kolanović (mentor)
Committee memberEdvard Tijan (predsjednik povjerenstva)
Committee memberBorna Debelić (član povjerenstva)
GranterUniversity of Rijeka
Faculty of Maritime Studies
(Department of Logistics and Management)
Rijeka
Defense date and country2015-09-17, Croatia
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Traffic and Transport Technology
Maritime and River Traffic
Abstract
Ovaj diplomski rad ima za cilj prikazati glavne dimenzije i čimbenike kvalitete usluge u pomorskom prijevozu, te na taj način omogućiti razvoj metodološkog okvira za razvitak i pružanje kvalitetne usluge. Sve veća globalizacija tržišta utjecala je na snažnu potražnju za pomorskim prijevozom, a time i svim njegovim uslugama. Zbog toga se stvara ovisnost između konkurentnosti kvalitete usluge i razvoja pomorskog brodarstava. Od presudne je važnosti racionalizacija upravljanja kvalitetom usluga koja se temelji na konkurentnosti kvalitete usluge i zadovoljstvu korisnika. U ovom radu će se prikazati istraživanja o važnosti i percepciji temeljnih dimenzija kvalitete usluge koje će poslužiti pri uspostavi kvalitetnog sustava upravljanja u pomorstvu. U kontekstu prikaza sustava upravljanja kvalitetom usluga dat će se osvrt na istraživanja koja su provedena prijašnjih godina na području kvalitete usluge. S obzirom da je kvaliteta usluge kategorija koja je postala nezaobilazna sastavnica života čovjeka, veliki će se naglasak upravo na nju staviti.
Abstract (english)
This graduate work aims to present the main dimensions and factors of quality services to maritime transport, and thus enable the development of a methodological framework to develop high-quality service. The increasing globalization of the market has been affected by a strong demand for maritime transport, and therefore all its services. Therefore, its appear addiction between competition service quality and development of maritime shipping companies. It is of critical importance rationalization of quality management services based on the competitiveness of the service quality and user satisfaction. This work will show the research about importance of perception of the fundamental dimensions of service quality that will be used to establish a quality management system in the maritime industry. In the context of display quality management service system will give an overview of the research carried out in previous years in the area of quality of service. Given that the quality of service category that has become an essential part of human life, will be a great emphasis is put on it.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:187:867030
Study programmeTitle: Logistics and Management in Maritime Industry and Transport
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra inženjer/inženjerka logistike i menadžmenta u pomorstvu (magistar/magistra inženjer/inženjerka logistike i menadžmenta u pomorstvu)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2016-03-01 10:17:08