engleski

Basic Features of a Systematic Approach in Quality Management Services in Maritime Cargo Shipping

The subject of this paper is to determinate the basic features defining the quality of shipping services and to analyze the assumption underlying the management of quality services in marine cargo shipping. The process of globalization, the increasing demands of world markets, dynamic environment, the amount of operating costs and continued competitive pressures demand creation of a systematic management concept within each shipping company. The contribution of this work is requirement for quality management in a complex and dynamic system of maritime transport in order to meet customers demands and needs. Therefore, the aim of this paper is to systematically analyze and define the quality of maritime transport services in terms of users and other entities involved in its implementation and to determine the conditions for the adoption and implementation of optimal decisions in the process of quality management services of the shipping companies on the changeable and unstable maritime market.

shipping services; service quality; systematic approach; quality managemen

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