SUSTAVNI PRISTUP UTVRĐIVANJU ČINITELJA KVALITETE POMORSKO-PRIJEVOZNE USLUGE

The subject of this paper is to determine the fundamental factors of the quality of maritime transport services and analyse them, all with the aim of meeting the requirements of service users. These factors determine the quality of desired service results and must be in accordance with the policy of quality that is set at the level of a maritime organization, region or maritime countries in general. Contemporary economic turmoil, the process of globalization, the instability of the world market and the continued pressure of competition lead to strict requirements in terms of quality of services and the creation of the concept of a systematic and managerial approach within the system of maritime transport. The contribution of this work is reflected in the implementation of a systematic approach as the key condition for research and analysis of the factors of quality of maritime transport services in the complex and dynamic system of maritime transport, whose main purpose is to meet the needs and the demands of service users and all participants in the maritime business.Predmet istraživanja ovog rada je utvrđivanje temeljnih činitelja kvalitete pomorsko-prijevozne usluge te analiza istih u cilju ispunjenja zahtjeva korisnika usluga. Činitelji kvalitete određuju željene rezultate usluga i moraju biti u skladu s politikom kvalitete koja je postavljena na razini jedne pomorske organizacije, regije ili pomorske zemlje općenito. Suvremena ekonomska previranja u gospodarstvu, proces globalizacije, nestabilnost svjetskog tržišta te kontinuirani pritisak konkurencije, uvjetuju visoke zahtjeve u pogledu kvalitete usluga i kreiranje sustavnog i upravljačkog koncepta unutar sustava pomorskog prijevoza. Doprinos ovog rada se očituje u implementaciji sustavnog pristupa kao ključnog uvjeta za istraživanje i analizu činitelja kvalitete pomorsko-prijevozne usluge u kompleksnom i dinamičkom sustavu pomorskog prijevoza, čija je osnovna svrha zadovoljenje zahtjeva i potreba korisnika usluga

SUSTAVNI PRISTUP UTVRĐIVANJU ČINITELJA KVALITETE POMORSKO-PRIJEVOZNE USLUGE

The subject of this paper is to determine the fundamental factors of the quality of maritime transport services and analyse them, all with the aim of meeting the requirements of service users. These factors determine the quality of desired service results and must be in accordance with the policy of quality that is set at the level of a maritime organization, region or maritime countries in general. Contemporary economic turmoil, the process of globalization, the instability of the world market and the continued pressure of competition lead to strict requirements in terms of quality of services and the creation of the concept of a systematic and managerial approach within the system of maritime transport. The contribution of this work is reflected in the implementation of a systematic approach as the key condition for research and analysis of the factors of quality of maritime transport services in the complex and dynamic system of maritime transport, whose main purpose is to meet the needs and the demands of service users and all participants in the maritime business.Predmet istraživanja ovog rada je utvrđivanje temeljnih činitelja kvalitete pomorsko-prijevozne usluge te analiza istih u cilju ispunjenja zahtjeva korisnika usluga. Činitelji kvalitete određuju željene rezultate usluga i moraju biti u skladu s politikom kvalitete koja je postavljena na razini jedne pomorske organizacije, regije ili pomorske zemlje općenito. Suvremena ekonomska previranja u gospodarstvu, proces globalizacije, nestabilnost svjetskog tržišta te kontinuirani pritisak konkurencije, uvjetuju visoke zahtjeve u pogledu kvalitete usluga i kreiranje sustavnog i upravljačkog koncepta unutar sustava pomorskog prijevoza. Doprinos ovog rada se očituje u implementaciji sustavnog pristupa kao ključnog uvjeta za istraživanje i analizu činitelja kvalitete pomorsko-prijevozne usluge u kompleksnom i dinamičkom sustavu pomorskog prijevoza, čija je osnovna svrha zadovoljenje zahtjeva i potreba korisnika usluga

Evaluation model of the service quality on the transport route in the function of determining the network of transport terminals

Promet je jedan od najvažnijih segmenata gospodarskog razvoja. Ekonomski produkt prometa jest prometna usluga koja je uslužnog karaktera, usmjerena prema svojim korisnicima u cilju zadovoljenja njihovih potreba i zahtjeva. Prometna usluga odvija se na prometnim pravcima, lučkim i kopnenim terminalima u okviru transportnog lanca prijevoza tereta. S obzirom na to da prometna usluga egzistira na dinamičnom i varijabilnom tržištu ponude i potražnje, prometna poduzeća teže postizanju optimalne razine kvalitete svojih usluga na prometnim pravcima kako bi ostvarila konkurentnost. Slijedom navedenog, temeljni cilj doktorskog rada jest definirati model vrednovanja kvalitete usluge na prometnom pravcu u funkciji utvrđivanja mreže prometnih terminala. Temelj za postavljanje modela definiranje je parametara s aspekta očekivanja korisnika, koji u najboljoj mjeri opisuju kvalitetu prometne usluge te njihova implementacija u model primjenom neizrazite logike i faktorske analize metodom glavnih komponenata. Tako definirani matematički model vrednovanja kvalitete usluge na prometnom pravcu primijenjen je u svrhu utvrđivanja mreže prometnih terminala s aspekta optimalne kvalitete prometne usluge, a u skladu sa zahtjevima korisnika prometne usluge.The traffic is one of the most important segment of economic development. The economic product of traffic is a transport service that is of a service nature, directed towards its users and customers in order to satisfy their needs and requirements. Transport service takes place on transport routes, port and land terminals within the transport chain of cargo transport. Considering that transport service exists on a dynamic and variable market of supply and demand, transport companies strive to achieve the optimal level of quality of their services on transport routes in order to achieve competitiveness. Following the above, in accordance with the scientific hypothesis, the aim of the doctoral dissertation is to define a model for evaluating the service quality on a transport route in the function of determining the network of transport terminals. The basis for setting up the model is the definition of parameters from the aspect of user expectations, which best describe the quality of the transport service, and their implementation in the model using fuzzy logic and factor analysis of the method of principal components. The defined mathematical model for evaluation the service quality on transport route is applied for purpose of determining the network of transport terminals from the aspect of optimal transport service quality, in accordance with the requirements of their users