master's thesis
QUALITY MANAGEMENT SYSTEM OF MARITIME TRANSPORT SERVICE

Nina Rukavina (2015)
Sveučilište u Rijeci
Pomorski fakultet u Rijeci
Zavod za logistiku i menadžment u pomorstvu i prometu
Metadata
TitleSustav upravljanja kvalitetom usluga u pomorskom prijevozu
AuthorNina Rukavina
Mentor(s)Ines Kolanović (thesis advisor)
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.
Keywordsquality service maritime transport dimensions of quality user satisfaction management system
Parallel title (English)QUALITY MANAGEMENT SYSTEM OF MARITIME TRANSPORT SERVICE
Committee MembersEdvard Tijan
Borna Debelić
GranterSveučilište u Rijeci
Pomorski fakultet u Rijeci
Lower level organizational unitsZavod za logistiku i menadžment u pomorstvu i prometu
PlaceRijeka
StateCroatia
Scientific field, discipline, subdisciplineTECHNICAL SCIENCES
Traffic and Transport Technology
Maritime and River Traffic
Study programme typeuniversity
Study levelgraduate
Study programmeLogistics and Management in Maritime Industry and Transport
Academic title abbreviationmag. ing. logist.
Genremaster's thesis
Language Croatian
Defense date2015-09-17
Parallel 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.
Parallel keywords (Croatian)kvaliteta usluge pomorski prijevoz dimenzije kvalitete zadovoljstvo korisnika sustav upravljanja
Resource typetext
Access conditionAccess restricted to students and staff of home institution
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:187:867030
CommitterDolores Markotić