engleski

Port service quality indicators – the passenger perspective

Quality indicators are difficult to define and evaluate because of the nature and subjectivity of the quality. Furthermore, all indicators don’t have the same importance and relevance to different users (passengers, port operators, port authority, etc.) and each user includes and evaluates each indicator in different way ; different authors in their research determined a large number of service quality indicators. Main ’task’ of every passenger port/terminal is to provide a satisfying level of services to passengers at a reasonable price, the quality of the passenger transport services depends on the satisfaction of passenger (customer) needs. Every passenger is different and therefore has different demands. The main aim of this paper is to explore the types of the services provided in the port for passengers using coastal shipping and quality of the passenger transport services in the port with special emphasis on the Croatian (public) passenger ports.

quality indicator; port service; passenger; coastal shipping

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