Methodological approach to the service process research case study-container terminal at the port of Rijeka

It is especially important to define the capacity of the container terminal, for optimal functioning, as it affects the possibility of achieving the production plan as well the realization plan for port services. It is very difficult to determine and submit an optimal capacity of a port container terminal, in practice, because of the port reload fluctuation conditioned by the uneven arrival of container ships to the terminal and uneven duration of operations with containers. Presenting the methodological approach, that is, methods that enable the defining of the features and indicators of a port container terminal operation, which are fundamental for making relevant business decisions for a given terminal, is the goal of this paper. The example of the container terminal Brajdica at the Port of Rijeka was used as the test case for the presented methodology.