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master's thesis
Repovi čekanja u uslužnim djelatnostima
2019. urn:nbn:hr:162:608482
Reili, Riana
University of Zadar
Department of Economics

Cite this document

Reili, R. (2019). Repovi čekanja u uslužnim djelatnostima (Master's thesis). Zadar: University of Zadar. Retrieved from https://urn.nsk.hr/urn:nbn:hr:162:608482

Reili, Riana. "Repovi čekanja u uslužnim djelatnostima." Master's thesis, University of Zadar, 2019. https://urn.nsk.hr/urn:nbn:hr:162:608482

Reili, Riana. "Repovi čekanja u uslužnim djelatnostima." Master's thesis, University of Zadar, 2019. https://urn.nsk.hr/urn:nbn:hr:162:608482

Reili, R. (2019). 'Repovi čekanja u uslužnim djelatnostima', Master's thesis, University of Zadar, accessed 20 April 2024, https://urn.nsk.hr/urn:nbn:hr:162:608482

Reili R. Repovi čekanja u uslužnim djelatnostima [Master's thesis]. Zadar: University of Zadar; 2019 [cited 2024 April 20] Available at: https://urn.nsk.hr/urn:nbn:hr:162:608482

R. Reili, "Repovi čekanja u uslužnim djelatnostima", Master's thesis, University of Zadar, Zadar, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:162:608482

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Metadata
TitleRepovi čekanja u uslužnim djelatnostima
Title (english)The Queuing Models In The Service Industry
AuthorRiana Reili
MentorBerislav Bolfek (mentor)
Committee memberAnita Peša (predsjednik povjerenstva)
Committee memberMladen Rajko (član povjerenstva)
Committee memberBerislav Bolfek (član povjerenstva)
GranterUniversity of Zadar
(Department of Economics)
Zadar
Defense date and country2019-09-25, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Repovi čekanja razvili su se kao dio operacijskih istraživanja u sklopu kvantitativnih modela, a služe kako bi predvidjeli dužinu repova čekanja u raznim uslužnim (ali i drugim djelatnostima). Server ili usluga ne mogu odjednom obraditi sve jedinice koje pristaju na mjesto rada te stoga nastaju redovi, uzrokovani nasumičnim dolascima i ne mogućnošću predviđanja. Uslužne djelatnosti su brzo rastući sektor, a repovi čekanja najizraženiji su upravo u takvima. Oni imaju nekoliko modela koji će biti rangirati od najjednostavnijih za izračun do onih složenijih koji su podobni samo vrsnim analitičarima. Prateći korake za rješavanje problema vezanih uz operacijska istraživanja dobivamo jasnu sliku koje akcije poduzeti sljedeće, a da ostvarimo optimalne rezultate. Zadovoljstvo i lojalnost korisnika su jedni od glavnih faktora koji prikazuju uspješnost poslovanja te je ključna važnost kvalitetne i valjane povratne informacije koju korisnik daje prilikom korištenja usluge. One omogućuju korekciju grešaka ukoliko je potrebno te daljnju implementaciju poboljšanih akcija u sam sustav s ciljem što veće profitabilnosti i uspješnosti. Psihologija čekanja, ima veliki utjecaj na čovjeka i njegovo ponašanje tijekom procesa dobivanja usluge. Da bi osvojili potrošača i smanjili čekanje, poduzeća će osmisliti načine kojima će se boriti protiv problema repova čekanja. Operacijski menadžer će svojim znanjem, sposobnostima i stručnim upravljanjem kroz funkcije menadžmenta odgovarati za uspješnost i ostvarivanje optimalnih rezultata provedenih kroz odabrane modele repova čekanja. Potrebno je upotrijebiti odgovarajuće postupke, jer svako je uslužno poduzeće različito te ista rješenja nisu primjenjiva na svima.
Abstract (english)
Theory of waiting in lines or queuing theory, developed as part of quantitative methods, is used to predict the length of waiting line in different service industries (as well as other industries). Server or service is not able to process all units arriving to the place of the service and therefore rows are being created. Arrivals are caused by random appearance of the subjects and they mostly can’t be predicted. The service industries are rapidly growing sector, so the waiting lines are the most expressed ones. Queuing models contain several methods which are ranked from the simplest to calculate to the more complicated ones suitable only to expert analysts. Following the steps of operational research, the clear picture is made, what kind of activity to make next. Customer satisfaction and loyalty are one of the crucial factors when it comes to queuing theory - collecting customers feedback and experience while waiting in the line is a powerful information which can allow correcting mistakes during the process and further implementation of operations in the queuing system. The psychology of waiting has a major impact on our mind and our behavior during the process of receiving the service. In order to win over consumer and reduce waiting time companies will need to come up with the ways of fighting against the problem of queuing. Operational manager uses his knowledge, ability and expert management to implement all functions of management into chosen queuing methods. It is necessary to apply adequate approach for each service depending on their business, because the identical solutions are not applicable to the various types of industry.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:162:608482
Study programmeTitle: Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2019-11-08 15:03:32