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2017, vol. 72, iss. 6, pp. 928-935
Transport services quality measurment using SERVQUAL model
aUniversity of Business Academy in Novi Sad + University of Business Academy in Novi Sad, Faculty of Applied Management, Economics and Finance, Belgrade
bJohn Naisbitt University, Faculty of Management, Zaječar
cTužilaštvo za ratne zločine, Beograd
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.
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article language: Serbian
document type: Professional Paper
DOI: 10.5937/tehnika1706928M
published in SCIndeks: 08/01/2018
Creative Commons License 4.0