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master's thesis
Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika
Rijeka: University of Rijeka, Faculty of Maritime Studies, Rijeka, 2016. urn:nbn:hr:187:476349
Tomić, Martina
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

Tomić, M. (2016). Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika (Master's thesis). Rijeka: University of Rijeka, Faculty of Maritime Studies. Retrieved from https://urn.nsk.hr/urn:nbn:hr:187:476349

Tomić, Martina. "Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika." Master's thesis, University of Rijeka, Faculty of Maritime Studies, 2016. https://urn.nsk.hr/urn:nbn:hr:187:476349

Tomić, Martina. "Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika." Master's thesis, University of Rijeka, Faculty of Maritime Studies, 2016. https://urn.nsk.hr/urn:nbn:hr:187:476349

Tomić, M. (2016). 'Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika', Master's thesis, University of Rijeka, Faculty of Maritime Studies, accessed 28 December 2024, https://urn.nsk.hr/urn:nbn:hr:187:476349

Tomić M. Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika [Master's thesis]. Rijeka: University of Rijeka, Faculty of Maritime Studies; 2016 [cited 2024 December 28] Available at: https://urn.nsk.hr/urn:nbn:hr:187:476349

M. Tomić, "Sustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika", Master's thesis, University of Rijeka, Faculty of Maritime Studies, Rijeka, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:187:476349

Metadata
TitleSustavni pristup istraživanju kvalitete usluge u pomorskom prijevozu putnika
Title (english)A SYSTEMATIC APPROACH TO RESEARCH OF SERVICE QUALITY IN PASSENGERS MARITIME
AuthorMartina Tomić
MentorInes Kolanović (mentor)
Committee memberČedomir Dundović (predsjednik povjerenstva)
Committee memberEdvard Tijan (član povjerenstva)
GranterUniversity of Rijeka
Faculty of Maritime Studies
(Department of Logistics and Management)
Rijeka
Defense date and country2016-11-22, Croatia
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Traffic and Transport Technology
Maritime and River Traffic
Abstract
Kvaliteta je danas postala ključni čimbenik uspjeha i konkurentnosti, posebno poslovnih organizacija, te svakodnevna ljudska i društvena potreba kako bi se zadovoljili određeni kriteriji ili standardi. Danas gotovo nije moguće zamisliti niti jednu djelatnost bez usluga. U vrijeme sve veće konkurencije na tržištu često je upravo kvaliteta usluge prilika i izvor konkurentske prednosti. Izvrsna usluga predstavlja ključ za veći broj kupaca, veću prodaju i profit, a time i temelj za dugoročni poslovni uspjeh. Korištenjem posebnih metoda istraživanja pokušati će se prikazati načini postizanja kvalitete usluge u pomorskom prijevozu putnika prema čemu luka iz tradicionalne djelatnosti prometa brodova i prijevoza robe tj. tereta proširuje svoju djelatnost i na putnike kao objekte prijevoza. Zadovoljan putnik je lojalan putnik i to je cilj kojemu treba težiti svaka luka. U Hrvatskoj luke Rijeka, Dubrovnik i Zadar primjer su luka koje su usvojile sustave upravljanja kvalitetom i pristupile grupi luka kojima je zadovoljstvo putnika od velike važnosti.
Abstract (english)
Quality has become a key factor of success and competitiveness, particularly business organizations, and everyday human and social need in order to meet certain criteria or standards. Today is almost impossible to imagine any business without service. At a time of increasing competition in the market the quality of service often is the opportunity and the source of competitive advantage. Excellent service is the key to more customers, higher sales and profits, and thus the foundation for long - term business success. By using special methods of research, here will be presented ways of achieving quality of service in the maritime transport of passengers to which ports, from the traditional activities of ships transport and transport of goods ie. cargo expanded their activities to passengers as a transport facilities. Satisfied customer is a loyal passenger and this is the goal to which ports should aspire. The Croatian ports of Rijeka, Dubrovnik and Zadar are the example that having adopted quality management systems helped them join the group of ports which find the pleasure of passengers of great importance.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:187:476349
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 on2016-12-01 14:39:02