QUALITY MANAGEMENT IN THE FUNCTION OF PUBLIC TRANSPORT

Considering that transportation is one of the most sensitive passenger services (passenger safety, punctuality of departures) which are mostly subsidized by the taxpayers, a key role is played by a quality management system that every common carrier should be implemented, and thus to secure the same level of services for each passenger in Croatia. Th e paper will show the importance of the theoretical model and the importance of quality management in the public transport of passengers, and through research via questionnaire shown how the representation of the quality management system, Implementation of International standards, as well as knowledge management with concepts of quality management in public passenger transport in Croatia in terms of the service provider.