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Quality Management In The Function Of Public Transport

Author

Listed:
  • Mane Medic

    (Faculty of Economics in Osijek, Republic of Croatia)

  • Mladen Pancic

    (Faculty of Economics in Osijek, Republic of Croatia)

  • Sasa Ilic

    (Panturist JSC, Republic of Croatia)

Abstract

Considering that transportation is one of the most sensitive passenger services (passenger safety, punctuality of departures) which are mostly subsidized by the taxpayers, a key role is played by a quality management system that every common carrier should be implemented, and thus to secure the same level of services for each passenger in Croatia. Th e paper will show the importance of the theoretical model and the importance of quality management in the public transport of passengers, and through research via questionnaire shown how the representation of the quality management system, Implementation of International standards, as well as knowledge management with concepts of quality management in public passenger transport in Croatia in terms of the service provider.

Suggested Citation

  • Mane Medic & Mladen Pancic & Sasa Ilic, 2013. "Quality Management In The Function Of Public Transport," Interdisciplinary Management Research, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 9, pages 273-284.
    • Handle: RePEc:osi:journl:v:9:y:2013:p:273-284
    as

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    File URL: http://www.efos.hr/repec/osi/journl/PDF/InterdisciplinaryManagementResearchIX/IMR9a23
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    References listed on IDEAS

    as
    1. A. Parasuraman, 2006. "—Modeling Opportunities in Service Recovery and Customer-Managed Interactions," Marketing Science, INFORMS, vol. 25(6), pages 590-593, 11-12.
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    More about this item

    Keywords

    quality management; public transport passengers; standards;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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