Utjecaj zadovoljstva putnika na poslovanje zračne luke

Marić, Ljubiša

prikaz prve stranice dokumenta Utjecaj zadovoljstva putnika na poslovanje zračne luke

Download
PDF 1.83 MB

undergraduate thesis

Utjecaj zadovoljstva putnika na poslovanje zračne luke

Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences, 2020. urn:nbn:hr:119:690388

Marić, Ljubiša

University of Zagreb
Faculty of Transport and Traffic Sciences
Division of Transport
Department of Air Transport

Cite this document

APA 6th Edition

Marić, Lj. (2020). Utjecaj zadovoljstva putnika na poslovanje zračne luke (Undergraduate thesis). Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences. Retrieved from https://urn.nsk.hr/urn:nbn:hr:119:690388

MLA 8th Edition

Marić, Ljubiša. "Utjecaj zadovoljstva putnika na poslovanje zračne luke." Undergraduate thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, 2020. https://urn.nsk.hr/urn:nbn:hr:119:690388

Chicago 17th Edition

Harvard

Marić, Lj. (2020). 'Utjecaj zadovoljstva putnika na poslovanje zračne luke', Undergraduate thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, accessed 17 March 2025, https://urn.nsk.hr/urn:nbn:hr:119:690388

Vancouver

Marić Lj. Utjecaj zadovoljstva putnika na poslovanje zračne luke [Undergraduate thesis]. Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences; 2020 [cited 2025 March 17] Available at: https://urn.nsk.hr/urn:nbn:hr:119:690388

IEEE

Lj. Marić, "Utjecaj zadovoljstva putnika na poslovanje zračne luke", Undergraduate thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:119:690388

Cite this item: https://urn.nsk.hr/urn:nbn:hr:119:690388

Please login to the repository to save this object to your list.

Metadata

Title	Utjecaj zadovoljstva putnika na poslovanje zračne luke
Title (english)	Impact of Passenger Experience on Airport Business
Author	Ljubiša Marić
Mentor	Igor Štimac (mentor)
Committee member	Ružica Škurla Babić (predsjednik povjerenstva)
Committee member	Matija Bračić (član povjerenstva)
Committee member	Sanja Steiner (član povjerenstva)
Granter	University of Zagreb Faculty of Transport and Traffic Sciences (Division of Transport) (Department of Air Transport) Zagreb
Defense date and country	2020-09-15, Croatia
Scientific / art field, discipline and subdiscipline	TECHNICAL SCIENCES Traffic and Transport Technology Air Traffic
Abstract	Poslovanje zračne luke pod utjecajem je raznih faktora koji izravno i neizravno utječu na prihode. Kako su zračne luke ograničene po pitanju povećanja aeronautičkih prihoda, potrebno je voditi veću brigu o prihodima koje generiraju razne kategorije neaeronautičkih prihoda (engl. revenue streams). Zadovoljstvo putnika, odnosno pozitivno korisničko iskustvo utječe u najvećoj mjeri kao pojedinačni faktor za povećanje neaeronautičkih prihoda. Pored definicije korisničkog iskustva putnika i opće definicije zadovoljstva u radu su obuhvaćene i metode praćenja zadovoljstva putnika, te mjere koje poboljšavaju korisničko iskustvo i zadovoljstvo putnika. Utjecaj zadovoljstva putnika na prihode i brend zračne luke predočen je konkretnim analizama i primjerima utjecaja na neaeronautičke prihode zračne luke. Na kraju su prethodno analizirane spoznaje prikazane na primjeru strateškog brendiranja zračne luke Singapur Changi. U radu se koriste aktualne spoznaje i neovisni rezultati istraživanja stručnoj javnosti poznatih izvora istraživanja poput Međunarodnog udruženja zračnih luka (Airports Council International - ACI), Skytraxa ili konzultantske kuće DKMA.
Abstract (english)	The airport business operation is under influence of various factors which directly and indirectly affect revenues. As airports are limited in terms of increasing aeronautical revenues, more attention needs to be paid to revenues generated by various forms of non-aeronautical revenue streams. Passenger satisfaction, respectively a positive user experience, influences to the greatest extent as an individual factor for increasing non-aeronautical revenues. In addition to the definition of the term user experience of passengers and the general definition of satisfaction, methods of monitoring passenger satisfaction are also included in this paper, as well as measures undertaken that improve user experience and passenger satisfaction. The impact of passenger satisfaction on airport revenues and brand is presented by concrete analyses and examples of impact on airport non-aeronautical revenues. Finally, the previously analyzed findings are presented on the example of strategic branding of Singapore Changi Airport. The paper uses up-to-date knowledge and independent research results of sources known to the professional public, such as the Airports Council International (ACI), Skytrax or the consulting company DKMA.
Keywords
Keywords (english)
Language	croatian
URN:NBN	urn:nbn:hr:119:690388
Study programme	Title: Traffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport Course: Road Traffic and Transport Study programme type: university Study level: undergraduate Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa)
Type of resource	Text
File origin	Born digital
Access conditions	Open access
Terms of use
Repository	Faculty of Transport and Traffic Sciences
Created on	2020-10-16 09:58:40