MERENJE KVALITETA USLUGA U POŠTANSKOM SAOBRAĆAJU
Ključne reči:
Kvalitet, usluga, poštanski sektor
Apstrakt
Predmet istraživanja u ovom radu je mjerenje kvaliteta usluge u poštanskom saobraćaju. Kvalitet može da se posmatra sa gledišta proizvođača (povezuje se sa oblikovanjem i izradom proizvoda) i sa gledišta potrošača (povezuje se sa cijenom i korisnošću).
Reference
[1] http://www.economic-themes.com/pdf/et20083_12.pdf
[2] https://ec.europa.eu/growth/sectors/postal-services/legislation_en
[3] https://www.upu.int/UPU/media/upu/publications/2020-Postal-Development-Report.pdf
[4] https://rsjp.gov.rs/upload/PREDLOG%20STRATEGIJE%2019jun2017.pdf
[5] http://www.cqm.rs/2011/FQ2011/pdf/38/06.pdf
[6] Dijagnostic Monitoring, Operating Plan 2005-2006, International Post Corporation & Lyngsoe Systems, Bruxelles, November 2005
[7] https://traffic.fpz.hr/index.php/PROMTT/article/view/944/794
[8] https://asq.org/quality-resources/total-quality-management
[9] http://www.pof.ues.rs.ba/wp-content/uploads/2020/12/Geografski-infromacioni-sistemi.pdf
[10]https://www.posta.rs/lat/privreda/usluga.aspx?usluga=e-usluge/geografski-informacioni-sistem-gis/usluge-geografskog-informacionog-sistema-poste
[11] https://www.ratel.rs/sr/page/vrste-postanskih-usluga
[12] https://www.upu.int/en/Postal-Solutions/Programmes-Services/Quality-of-service
[13] https://www.marketing91.com/servqual/
[14] https://www.benstat.si/blog/koeficient-cronbach-alfa/
[2] https://ec.europa.eu/growth/sectors/postal-services/legislation_en
[3] https://www.upu.int/UPU/media/upu/publications/2020-Postal-Development-Report.pdf
[4] https://rsjp.gov.rs/upload/PREDLOG%20STRATEGIJE%2019jun2017.pdf
[5] http://www.cqm.rs/2011/FQ2011/pdf/38/06.pdf
[6] Dijagnostic Monitoring, Operating Plan 2005-2006, International Post Corporation & Lyngsoe Systems, Bruxelles, November 2005
[7] https://traffic.fpz.hr/index.php/PROMTT/article/view/944/794
[8] https://asq.org/quality-resources/total-quality-management
[9] http://www.pof.ues.rs.ba/wp-content/uploads/2020/12/Geografski-infromacioni-sistemi.pdf
[10]https://www.posta.rs/lat/privreda/usluga.aspx?usluga=e-usluge/geografski-informacioni-sistem-gis/usluge-geografskog-informacionog-sistema-poste
[11] https://www.ratel.rs/sr/page/vrste-postanskih-usluga
[12] https://www.upu.int/en/Postal-Solutions/Programmes-Services/Quality-of-service
[13] https://www.marketing91.com/servqual/
[14] https://www.benstat.si/blog/koeficient-cronbach-alfa/
Objavljeno
2022-05-06
Sekcija
Saobraćajno inženjerstvo
