Assessing service quality of public tram transport in Zagreb city using P-TRANSQUAL mode

Abstract

Public transport is one of the base services that cities offer their citizens. Public services are speciÞ c because their primary goal is providing a good services and not proÞ ts. Of course they have to operate proÞ tably but their primary purpose is to provide transport to citizens to whom this might be the only transport alternative. This work analyses quality dimensions of tram public transport and empirically assessed the quality of tram transport in Zagreb through an empirical examination in a period of ten days. Measuring each dimension of quality the overall quality is assessed. The results show that the quality on each dimension is satisfactory for each day except for the day number 2. and that duration of the trip does not diminish perceived quality as suggested by previous literature. KEY WORDS: service quality, service quality dimensions, public transport, control charts. SAŽETAK: Javni prijevoz jedna je od osnovnih usluga koje gradovi nude svojim graanima. Javne usluge su speciÞ ne jer je njihov primarni cilj pružanje dobrih usluga, a ne dobit. Naravno, oni moraju proÞ tabilno poslovati, ali njihova primarna svrha je pružiti prijevoz graanima kojima bi to mogla biti jedina transportna alternativa. Ovaj rad anali-zira dimenzije kvalitete tramvajskog javnog prijevoza i empirijski ocjenjuje kvalitetu tram-vajskog prijevoza u Zagrebu empirijskim istraživanjem u trajanju od deset dana. Mjerenjem svake dimenzije kvalitete ocjenjuje se ukupna kvaliteta. Rezultati pokazuju da je kvaliteta po svakoj dimenziji zadovoljavajua za svaki dan osim za dan broj 2. i da trajanje putovanja ne umanjuje percipiranu kvalitetu kako je predloženo iz prethodne literature. KLJUNE RIJEI: kvaliteta usluge, dimenzije kvalitete usluge, javni prijevoz, kontrolne karte.