Naslov
Quality Measuring in the International Bus Transport Aimed at Increasing Competitive Advantage

Autori
Medić, Mane ; Pancić, Mladen ; Ilić Saša

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

Izvornik
34th Joint Scientific Symposium „Regional and International Competition – a Challenge for Companies and Countries“ / Jautz, Ulrich ; Kurz, Rudi ; Singer, Slavica ; Barković, Dražen - Pforzheim : Faculty of Economics in Osijek - Josip Juraj Strossmayer University in Osijek & Hochschule Pforzheim - Pforzheim University, 2013, 81-90

ISBN
978-953-253-130-5

Skup
Joint Scientific Symposium "Regional and International Competition - A Challenge for Companies and Countries

Mjesto i datum
Pforzheim, Njemačka, 07.11.2013. - 08.11.2013

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
bus transport, quality management, service quality, public transport quality, SERVQUAL

Sažetak
Croatia’s accession to the European Union and access to international market created a huge potential for Croatian bus operators who provide high quality service and wish to avail themselves of the opportunity to compete in the European market. Most bus operators in Croatia have very little or no direct competition at the local level and thus fail to improve the quality of their services, whereas the quality of services at the international level is much higher due to the ever-present competition. The competition in the international transport is growing, especially in terms of other types of transportation such as air and rail transport. For these reasons, it is extremely important to constantly monitor and enhance the quality of services in order to achieve competitive advantage. It has been observed that the local population do not have high expectations when it comes to the quality of service provided because, in most cases, they have no choice. The situation in the international transport is completely different due to strong and quality competition, which forces international operators to use only the best buses and the best staff. This paper presents the results of the study concerning the difference between service performance perception and expectations in the county, inter-county and international bus transport, which can help a wide range of transport service providers and organizations in assessing consumer expectations and perception of service quality. The study was conducted using an adjusted SERVQUAL measuring instrument.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA