engleski

The results of a study of a bus terminal for the purpose of tourism promotion

The quality of organization of passenger traffic in general, and especially in the field of road passenger transport, is of paramount importance in the promotion of the tourism product of a particular country. This is especially important for any destination that wants to value its resources through tourist traffic. In this sense, user satisfaction with the quality of certain services provided by bus terminals is a key factor not only for the successful operation of the system itself but also for the tourism promotion of individual tourist regions, starting from the assumption that the first impression of a guest about a place is formed upon arrival at a bus terminal. The results of previous research have shown the sustainability of the claims. The main purpose of this study was to evaluate customer satisfaction with the quality of certain services of the main bus terminal of the city of Rijeka. For the purpose of this research, a new survey questionnaire was created and it collected data from a total of 156 users of Žabica bus terminal in Rijeka. The collected data were analysed by a method of descriptive statistical analysis, t-test, analysis of variance and Turkey post hoc test. By analysing the collected results, it was determined that the level of dissatisfaction was the highest in relation to the appearance of the waiting room, the functionality of platforms and the quality of facilities and services, thus confirming the need for modernization of the infrastructure of Žabica bus terminal, as one of the most important facilities in the town of Rijeka. The results also indicated that the users of the services were mostly satisfied with the staff's conduct, simplicity and availability of the ticket sales service and the speed of selling tickets. In relation to gender, the difference in user satisfaction with services was not confirmed, however, there was a statistically significant difference in user satisfaction with services in relation to age, user status, length of time spent at the bus terminal, length of purchase or booking of bus tickets, and length and frequency of use of services. The research results obtained can be used by practitioners that aim to develop passenger traffic as an essential element of tourist recognition of a certain region, as well as by theoreticians in analysing behaviour of users of certain services in order to increase the quality and satisfaction of customers and clients to consequently increase profits and bring the entire tourist service of all Croatian regions to a higher level.

customer satisfaction, services provided by bus terminals, tourism promotion, Žabica bus terminal in Rijeka, statistical analysis

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