MODELIRANJE KVALITETA USLUGE ŽELEZNIČKOG PUTNIČKOG PREVOZA PRIMENOM SERQUAL METODE

Slavko Veskovic; Mladen Kuravica; Kire Dimanoski; Gordan Stojić; Aleksandar Blagojević

Dr Slavko Vesković, Professor University of Belgrade - Faculty of Transport and Traffic Engineering Vojvode Stepe 305, 11010 Belgrade, Serbia
Mladen Kuravica, Msc Republika Srpska Railways, Doboj, Sveti Sava 71, Bosnia and Herzegovina
Dr Kire Dimanoski, dipl. eng. traffic Macedonian Railways, Skopje, Zeleznicka 506, Northern Macedonia
Dr Gordan Stojić, Associate Professor University of Novi Sad - of Technical Sciences, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
Dr Aleksandar Blagojević, dipl. eng. traffic BiH Railways Regulatory Board, Doboj, Svetog Save bb, Bosnia and Herzegovina

Keywords: modeling, railway passenger traffic, service quality, GAP analysis, SERVQUAL method

Abstract

The choice of modes of transport depends mainly on the performance and the conditions in terms of security, flexibility, cost, convenience, and depending on the needs and desires of the users of transport services chosen mode of transport that best suits what expected of him. The quality is characterized by a frequent subject of attitude towards customers. When it comes to the quality of transport services, many surveys indicates that quality is one of the most important factors that influence the decision to select the mode of transport. The paper focuses on the analysis of contemporary trends marketing research rail passenger satisfaction in order to increase quality and efficiency. Evaluation of the quality of railway services is performed GAP analysis and SERVQUAL method.

MODELING THE QUALITY OF RAILWAY TRANSPORT SERVICES BY APPLICATION OF THE SERQUAL METHOD

Abstract