The Quality of Service in the Public Transport and Shipping Industry

This paper deals with the quality system in public transport and the shipping industry. The quality in transport is a significant determinant of the demand. It is an important tool for customer retention and it also has effects on the performance and economic results of the organization in the compe...

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Bibliographic Details
Published in:Naše more znanstveni časopis za more i pomorstvo 2015-10, Vol.62 (3), p.126-130
Main Authors: Stopka, Ondrej, Šimková, Ivana, Konečný, Vladimír
Format: Article
Language:English
Subjects:
public transport
quality management system
satisfaction
service
shipping industry
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Summary:This paper deals with the quality system in public transport and the shipping industry. The quality in transport is a significant determinant of the demand. It is an important tool for customer retention and it also has effects on the performance and economic results of the organization in the competitive environment. The increasing level of satisfaction must be one of the main objectives of each organization. The purpose of quality standards in public transport and the shipping industry implementation, as well as the example of measuring customer satisfaction in public transport,will be shown in this article. The questionnaire will be used and those results will be compared with the real value (the measurement of quality criteria in real conditions).
ISSN:0469-6255
1848-6320
DOI:10.17818/NM/2015/SI7