Transport services quality measurment using SERVQUAL model
Quality in the world is considered to be the most important phenomenon of our age, with a permanent and irreversible growing trend of its emphasis. Many companies have come to the conclusion that high quality of services can provide them with a potential competitive advantage, leading to superior sa...
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Savez inženjera i tehničara Srbije
2017-01-01
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Online Access: | http://scindeks-clanci.ceon.rs/data/pdf/0040-2176/2017/0040-21761706928M.pdf |
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doaj-0bff759e6b2e4b53bd7753903576a01f2020-11-25T00:34:29ZengSavez inženjera i tehničara SrbijeTehnika0040-21762560-30862017-01-0172692893510.5937/tehnika1706928M0040-21761706928MTransport services quality measurment using SERVQUAL modelMaksimović Mlađan V.0Đorđević Bojan S.1Brzaković Miodrag D.2Grahovac Miloš M.3Univerzitet Privredna akademija, Novi Sad + Fakultet za primenjeni menadžment, ekonomiju i finansije, Beogradn/aUniverzitet Privredna akademija, Novi Sad + Fakultet za primenjeni menadžment, ekonomiju i finansije, BeogradTužilaštvo za ratne zločine, BeogradQuality in the world is considered to be the most important phenomenon of our age, with a permanent and irreversible growing trend of its emphasis. Many companies have come to the conclusion that high quality of services can provide them with a potential competitive advantage, leading to superior sales results and profit making. The aim of this paper is to test the applicability of service SERVQUAL dimensions and measure the quality of services in the public transport of passengers. Based on the data obtained by researching the views of public transport users in Kragujevac using the SERVQUAL methodology and statistical analysis based on defined service quality dimensions, this research will show the level of quality of urban transport services in Kragujevac and based on this, make recommendations for improving the quality of service.http://scindeks-clanci.ceon.rs/data/pdf/0040-2176/2017/0040-21761706928M.pdfservice qualitySERVQUAL modelsatisfactiontransport services |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Maksimović Mlađan V. Đorđević Bojan S. Brzaković Miodrag D. Grahovac Miloš M. |
spellingShingle |
Maksimović Mlađan V. Đorđević Bojan S. Brzaković Miodrag D. Grahovac Miloš M. Transport services quality measurment using SERVQUAL model Tehnika service quality SERVQUAL model satisfaction transport services |
author_facet |
Maksimović Mlađan V. Đorđević Bojan S. Brzaković Miodrag D. Grahovac Miloš M. |
author_sort |
Maksimović Mlađan V. |
title |
Transport services quality measurment using SERVQUAL model |
title_short |
Transport services quality measurment using SERVQUAL model |
title_full |
Transport services quality measurment using SERVQUAL model |
title_fullStr |
Transport services quality measurment using SERVQUAL model |
title_full_unstemmed |
Transport services quality measurment using SERVQUAL model |
title_sort |
transport services quality measurment using servqual model |
publisher |
Savez inženjera i tehničara Srbije |
series |
Tehnika |
issn |
0040-2176 2560-3086 |
publishDate |
2017-01-01 |
description |
Quality in the world is considered to be the most important phenomenon of our age, with a permanent and irreversible growing trend of its emphasis. Many companies have come to the conclusion that high quality of services can provide them with a potential competitive advantage, leading to superior sales results and profit making. The aim of this paper is to test the applicability of service SERVQUAL dimensions and measure the quality of services in the public transport of passengers. Based on the data obtained by researching the views of public transport users in Kragujevac using the SERVQUAL methodology and statistical analysis based on defined service quality dimensions, this research will show the level of quality of urban transport services in Kragujevac and based on this, make recommendations for improving the quality of service. |
topic |
service quality SERVQUAL model satisfaction transport services |
url |
http://scindeks-clanci.ceon.rs/data/pdf/0040-2176/2017/0040-21761706928M.pdf |
work_keys_str_mv |
AT maksimovicmlađanv transportservicesqualitymeasurmentusingservqualmodel AT đorđevicbojans transportservicesqualitymeasurmentusingservqualmodel AT brzakovicmiodragd transportservicesqualitymeasurmentusingservqualmodel AT grahovacmilosm transportservicesqualitymeasurmentusingservqualmodel |
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1725313084408463360 |