ULAŞIM SİTEMLERİNDE HİZMET KALİTESİ ALGISININ İSTANBUL İLİ TOPLU TAŞIMA SİSTEMLERİNDEN OLAN METRO VE METROBÜS KULLANICILARI BAĞLAMINDA KARŞILAŞTIRILMASI

Year 2018, Issue: AGP Sempozyum Özel Sayısı1 - AGP Sempozyum Özel Sayısı, 94 - 106, 15.10.2018

Esin Bengü Ceran , Tuba Ezgi Çakır Esen

https://doi.org/10.17067/asm.439696

Abstract

Hizmet kalitesi, üretilen hizmetin amaca
uygunluk derecesi olarak tanımlanır. Hizmet kalitesinin tanımlanmasının ve
performans ölçümünün güçlüğünden yola çıkılarak geliştirilen SERVQUAL Modeli,
hizmet kalitesi ölçümünde en sık kullanılan modeldir.

Bu çalışmada, İstanbul’ da en sık kullanılan
ulaşım sistemlerinden olan metro ve metrobüs kullanıcılarının hizmet kalitesi
algılarının ölçülmesi ve katılımcıların demografik özelliklerinin (yaş,
cinsiyet, gelir düzeyi, eğitim durumu, çalışma durumu, medeni durum), söz
konusu ulaşım sistemlerini kullanma amaçlarının ve kullandıkları bilet türünün
hizmet kalitesi algıları açısından farklılıklarının araştırılması
amaçlanmıştır.

Araştırma kapsamında, metro ve metrobüs
sistemlerinden hizmet alan kullanıcıların hizmet kalitesi algıları, ulaşım
hizmetlerine uyarlanmış bir SERVQUAL ölçeği kullanılarak analiz edilmiş ve
sonuçlar bu doğrultuda değerlendirilmiştir.

Keywords

SERVQUAL, Hizmet Kalitesi

Comparison of Perceptions of Service Quality in Transport Systems within the Context of Users of Istanbul City's Metro and Metrobus Public Transportation Systems

Abstract

The quality of service
is defined as the degree of conformity of the service offered for the intended
purpose. The SERVQUAL Model, which has been developed on the basis of the
difficulty in definition and performance measurement of the quality of service,
is the most frequently used model for service quality measurement.

This study aims to
measure the users' perceptions of service quality of metro and metrobus, which
are among the most frequently used transportation systems in Istanbul, and to
investigate differences in service quality perceptions in terms of the
demographic characteristics of the participants (age, gender, income level,
education status, employment status, marital status), intended use of the these
transportation systems and the type of tickets used.

Within the scope of the
research, service quality perceptions of metro and metrobus users were analyzed
using the SERVQUAL scale adapted to transportation services, and the results
were evaluated in this regard.

 

Keywords

SERVQUAL, Service Quality

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