engleski

PASSENGER'S SATISFACTION WITH THE PUBLIC TRANSPORTATION SERVICE IN THE CITY OF ZAGREB

Today's living conditions require daily temporal and spatial distribution of the population that leads to the creation of transport demand which is the way urban areas are characterised by the presence of a constant need for movement of the people to meet specific needs and get the access to various activities. On the other hand, many trends that are present in the urbanisation and globalisation cause more and more complex traffic problems that require the increasing mobility of the population. That way, transportation becomes an active driver of city life and its development and progress, generates a widespread impact on the society's development, thus taking on an increasingly important social role, so the technology of passenger transportation becomes a real challenge. The vital role of public transport, primarily, is to facilitate affordable mobility for residents of a particular city. Public transport of the City of Zagreb includes various types of services and subsystems, from which the most prominent are tram, bus and rail transport system, that operate under the direction of the Zagreb Electric Tram (ZET) and HZ Passenger Transport. Therefore, it is required to identify user's satisfaction with provided public transport services in the city of Zagreb and to create proposed instructions of improvement through analysis of research and review of positive and negative effects of quality of the service provision in the public transport. This paper aimed to investigate the current satisfaction or dissatisfaction with public transport services in the City of Zagreb. Results of primary research reflect that the majority of the population is still more aspired to express dissatisfaction when travelling by tram, bus or train.

public city transportation, City of Zagreb, mobility, passenger's satisfaction

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