ANALYSIS OF SERVICE QUALITY IN URBAN-SUBURBAN RAIL PASSENGER TRANSPORT

Ovim radom utvrdit će se razina kvalitete usluge gradsko-prigradskog prijevoza putnika Grada Zagreba. Kvaliteta usluge u željezničkome putničkom prijevozu izuzetno je važna i za putnike i za prijevoznika. Briga o zadovoljstvu putnika kao korisnika usluga više se ne može zaobilaziti jer je podložna raznim shvaćanjima i kriterijima te bi se trebala ispitati, a to je najlakše putem anketnih upitnika. U sklopu rada provedeno je istraživanje uz pomoć anketnog upitnika koji se mogao ispuniti putem mreže i osobnim anketiranjem putnika u vlakovima. Istraživanjem je bila obuhvaćena dionica Dugo Selo – Harmica. Na temelju analiziranih podataka iz anketnog upitnika može se vidjeti kojim segmentima putovanja korisnici najčešće nisu zadovoljni, odnosno gdje ima prostora za unaprjeđenje usluge prijevoza.This work will determine the level of quality for passengers urban transport of the City of Zagreb. The quality of rail passenger services is extremely important both for passengers and for operator. Caring for passenger satisfaction as a service user can no longer be circumvented because it is subject to various notions and criteria and should be examined, most easily through questionnaires. As part of the work, research was carried out with the help of a survey questionnaire conducted via the Internet and personal in the train. The section of the strip that is covered by the research is Dugo Selo - Harmica. Based on the analyzed data from the survey questionnaire, it will be seen which segment of travel the users are most often dissatisfied with, or where there is room for improvement of the transport service