A SYSTEMATIC APPROACH TO RESEARCH OF SERVICE QUALITY IN PASSENGERS MARITIME

Kvaliteta je danas postala ključni čimbenik uspjeha i konkurentnosti, posebno poslovnih organizacija, te svakodnevna ljudska i društvena potreba kako bi se zadovoljili određeni kriteriji ili standardi. Danas gotovo nije moguće zamisliti niti jednu djelatnost bez usluga. U vrijeme sve veće konkurencije na tržištu često je upravo kvaliteta usluge prilika i izvor konkurentske prednosti. Izvrsna usluga predstavlja ključ za veći broj kupaca, veću prodaju i profit, a time i temelj za dugoročni poslovni uspjeh. Korištenjem posebnih metoda istraživanja pokušati će se prikazati načini postizanja kvalitete usluge u pomorskom prijevozu putnika prema čemu luka iz tradicionalne djelatnosti prometa brodova i prijevoza robe tj. tereta proširuje svoju djelatnost i na putnike kao objekte prijevoza. Zadovoljan putnik je lojalan putnik i to je cilj kojemu treba težiti svaka luka. U Hrvatskoj luke Rijeka, Dubrovnik i Zadar primjer su luka koje su usvojile sustave upravljanja kvalitetom i pristupile grupi luka kojima je zadovoljstvo putnika od velike važnosti.Quality has become a key factor of success and competitiveness, particularly business organizations, and everyday human and social need in order to meet certain criteria or standards. Today is almost impossible to imagine any business without service. At a time of increasing competition in the market the quality of service often is the opportunity and the source of competitive advantage. Excellent service is the key to more customers, higher sales and profits, and thus the foundation for long - term business success. By using special methods of research, here will be presented ways of achieving quality of service in the maritime transport of passengers to which ports, from the traditional activities of ships transport and transport of goods ie. cargo expanded their activities to passengers as a transport facilities. Satisfied customer is a loyal passenger and this is the goal to which ports should aspire. The Croatian ports of Rijeka, Dubrovnik and Zadar are the example that having adopted quality management systems helped them join the group of ports which find the pleasure of passengers of great importance