THE ROLE OF QUALITY MANAGEMENT SYSTEMS IN THE SATISFACTION OF AIRPORT SERVICE USERS

U ovom diplomskom radu obrađuju se pojmovi kao što su kvaliteta i sustav upravljanja kvalitetom. Razumijevanje navedenih pojmova bitno je kako bi se s lakoćom mogao shvatiti ostatak rada. Kroz povijest korištene su razne definicije za kvalitetu te su primjenjivane različite metode ostvarivanja kvalitete. Bez obzira na metode i korištene tehnologije, u središtu interesa uvijek je bio i ostao kupac, odnosno korisnik usluge. Osim ranije navedenih pojmova, u radu se također objašnjava i upravljanje kvalitetom u uslužnim djelatnostima, a posebni naglasak stavljen je na transportnu djelatnost. Rad je orijentiran prema zračnim lukama koje predstavljaju vrlo bitnu odrednicu u suvremenom prijevozu putnika. Cilj rada bio je istražiti ulogu sustava upravljanja kvalitetom u percipiranom zadovoljstvu korisnika usluga zračnih luka. Pritom je provedeno primarno istraživanje u Zračnoj luci Franjo Tuđman Zagreb, najvećoj i najprometnijoj na prostoru Hrvatske. Istraživanje je provedeno putem anketnog upitnika među putnicima zračne luke, a pitanja su se odnosila na razinu zadovoljstva pruženim uslugama. Pomoću odgovora skupljenih anketnim upitnikom donesen je zaključak o tome u kojoj mjeri su putnici zadovoljni uslugama Zračne luke Franjo Tuđman Zagreb, te je analizirana uloga sustava upravljanja kvalitetom u postizanju zadovoljstva putnika.This thesis deals with concepts such as quality and quality management system. Understanding these concepts is essential so that the rest of the paper can be easily understood. Throughout history, various definitions of quality have been used and various methods of achieving quality have been applied. Regardless of the methods and technologies used, the focus has always been and remains the customer or user of the service. In addition to the previously mentioned concepts, the paper also explains quality management in service industries, and special emphasis is placed on the transport industry. The work is oriented towards airports, which are a very important determinant in modern times when it comes to passenger transport. Zagreb Airport, the largest and busiest in Croatia, was the focus of the paper and the research. The research was conducted through a questionnaire among passengers of Zagreb Airport who provided answers to questions related to the level of satisfaction with the services provided. With the help of the answers collected by the questionnaire, a conclusion was made on the extent to which passengers are satisfied with the services of Zagreb Airport and the role of quality management system in achieving the customer satisfaction