METHODOLOGICAL APPROACH TO THE SERVICE PROCESS RESEARCH CASE STUDY -- CONTAINER TERMINAL AT THE PORT OF RIJEKA.

For an optimal functioning of the container terminal, it is especially important to define the capacity of the terminal that affects the possibility of achieving the production plan, and also the realization plan for port services. In practice, it is very difficult to determine and submit an optimal capacity of a port container terminal because of the port reload fluctuation conditioned by the uneven arrival of container ships to the terminal and uneven duration of operations with containers. The goal of this paper is to present the methodological approach, that is, methods that enable to define the features and indicators of a port container terminal operation, which are fundamental for making relevant business decisions for a given terminal. The presented methodology was actually tested on the example of the container terminal "Brajdica" at the Port of Rijeka. [ABSTRACT FROM AUTHOR]