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

Autori
Šamija, Suzana ; Kolanović, Ines ; Dundović, Čedomir

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
International Maritime Lecturers Association / Luttenberger, Axel - Rijeka, 2011, 261-269

Skup
International Maritime Lecturers Association - IMLA 19

Mjesto i datum
Rijeka, Hrvatska, 28.09.2011. - 01.10.2011

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
shipping services; service quality; systematic approach; quality management
(shipping services; service quality; systematic approach; quality managemen)

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Tehnologija prometa i transport

POVEZANOST RADA