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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
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.

References

  • Awasthi, A., Chauhan, S. S., Omrani, H., & Panahi, A. (2011). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. Computers & Industrial Engineering, 61(3), 637-646.
  • Barabino, B., & Deiana, E. (2013). On the attributes and influencing factors of end-users quality perceptions in urban transport: An exploratory analysis. Procedia-Social and Behavioral Sciences, 87, 18-30.
  • Barabino, B., Deiana, E., & Tilocca, P. (2012). Measuring service quality in urban bus transport: a modified SERVQUAL approach. International Journal of Quality and Service Sciences, 4(3), 238-252.
  • Basfirinci, C., & Mitra, A. (2015). A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management, 42, 239-248.
  • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
  • Fick, G. R., & Brent Ritchie, J. R. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
  • Kobu, B. (2014). Üretim yönetimi. Beta Yayıncılık.
  • Kotler, P., Keller, K.L. (2012). Marketing management. Pearson, pp. 358-362.
  • Liou, J. J., Hsu, C. C., & Chen, Y. S. (2014). Improving transportation service quality based on information fusion. Transportation Research Part A: Policy and Practice, 67, 225-239.
  • Loke, S. P., Taiwo, A. A., Salim, H. M., Downe, A. G., & PETRONAS, U. T. (2011). Service quality and customer satisfaction in a telecommunication service provider. In International Conference on Financial Management and Economics (Vol. 11, pp. 24-29).
  • Luke, R., & Heyns, G. (2017). Measuring commuters perceptions of service quality of selected public bus services in the City of Johannesburg. Southern African Transport Conference.
  • Mikhaylov, A. S., Gumenuk, I. S., & Mikhaylova, A. A. (2015). The SERVQUAL model in measuring service quality of public transportation: evidence from Russia. Calitatea, 16(144), 78.Muthupandian, K. S., & Vijayakumar, D. C. (2012). Measurement of passengers service quality in public transportation: servqual analysis.
  • Öztürk, S. A. (1998) Hizmet Pazarlaması, Eskişehir Anadolu Üniversitesi Yayınları No.1028, İşletme Fakültesi Yayınları No.3, s.2
  • Pakdil, F., & Aydın, Ö. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13(4), 229-237.
  • PARASURAMAN, A., ZEITHAML, V.A. BERRY L.L., 1988 SERVQUAL: A Multiple- İtem Scale For Measuring Customer Perceptions Of Service Quality.Journal of Retailing, 64, Spring, pp.12
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
  • Randheer, K., & Al-Motawa, A. A. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies, 3(1), 21.
  • Ribeiro, J. M. M. (1993). The components of service quality: an application to the transportation industry in Portugal.Sam, E. F., Hamidu, O., & Daniels, S. (2017). SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives. Case Studies on Transport Policy.
  • YÜCEL, M. (2013). TOPLAM HİZMET KALİTESİNİN SERVQUAL ANALİZİ İLE ÖLÇÜMÜ: BANKACILIK SEKTÖRÜNDE BİR ARAŞTIRMA. Elektronik Sosyal Bilimler Dergisi, 44(44), 87.
  • http://www.iett.istanbul/
  • http://www.tuik.gov.tr

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

Year 2018, Issue: AGP Sempozyum Özel Sayısı1 - AGP Sempozyum Özel Sayısı, 94 - 106, 15.10.2018
https://doi.org/10.17067/asm.439696

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.











 

References

  • Awasthi, A., Chauhan, S. S., Omrani, H., & Panahi, A. (2011). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. Computers & Industrial Engineering, 61(3), 637-646.
  • Barabino, B., & Deiana, E. (2013). On the attributes and influencing factors of end-users quality perceptions in urban transport: An exploratory analysis. Procedia-Social and Behavioral Sciences, 87, 18-30.
  • Barabino, B., Deiana, E., & Tilocca, P. (2012). Measuring service quality in urban bus transport: a modified SERVQUAL approach. International Journal of Quality and Service Sciences, 4(3), 238-252.
  • Basfirinci, C., & Mitra, A. (2015). A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management, 42, 239-248.
  • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
  • Fick, G. R., & Brent Ritchie, J. R. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
  • Kobu, B. (2014). Üretim yönetimi. Beta Yayıncılık.
  • Kotler, P., Keller, K.L. (2012). Marketing management. Pearson, pp. 358-362.
  • Liou, J. J., Hsu, C. C., & Chen, Y. S. (2014). Improving transportation service quality based on information fusion. Transportation Research Part A: Policy and Practice, 67, 225-239.
  • Loke, S. P., Taiwo, A. A., Salim, H. M., Downe, A. G., & PETRONAS, U. T. (2011). Service quality and customer satisfaction in a telecommunication service provider. In International Conference on Financial Management and Economics (Vol. 11, pp. 24-29).
  • Luke, R., & Heyns, G. (2017). Measuring commuters perceptions of service quality of selected public bus services in the City of Johannesburg. Southern African Transport Conference.
  • Mikhaylov, A. S., Gumenuk, I. S., & Mikhaylova, A. A. (2015). The SERVQUAL model in measuring service quality of public transportation: evidence from Russia. Calitatea, 16(144), 78.Muthupandian, K. S., & Vijayakumar, D. C. (2012). Measurement of passengers service quality in public transportation: servqual analysis.
  • Öztürk, S. A. (1998) Hizmet Pazarlaması, Eskişehir Anadolu Üniversitesi Yayınları No.1028, İşletme Fakültesi Yayınları No.3, s.2
  • Pakdil, F., & Aydın, Ö. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13(4), 229-237.
  • PARASURAMAN, A., ZEITHAML, V.A. BERRY L.L., 1988 SERVQUAL: A Multiple- İtem Scale For Measuring Customer Perceptions Of Service Quality.Journal of Retailing, 64, Spring, pp.12
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
  • Randheer, K., & Al-Motawa, A. A. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies, 3(1), 21.
  • Ribeiro, J. M. M. (1993). The components of service quality: an application to the transportation industry in Portugal.Sam, E. F., Hamidu, O., & Daniels, S. (2017). SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives. Case Studies on Transport Policy.
  • YÜCEL, M. (2013). TOPLAM HİZMET KALİTESİNİN SERVQUAL ANALİZİ İLE ÖLÇÜMÜ: BANKACILIK SEKTÖRÜNDE BİR ARAŞTIRMA. Elektronik Sosyal Bilimler Dergisi, 44(44), 87.
  • http://www.iett.istanbul/
  • http://www.tuik.gov.tr
There are 21 citations in total.

Details

Primary Language English
Journal Section Makaleler
Authors

Esin Bengü Ceran

Tuba Ezgi Çakır Esen This is me

Publication Date October 15, 2018
Submission Date July 2, 2018
Published in Issue Year 2018 Issue: AGP Sempozyum Özel Sayısı1 - AGP Sempozyum Özel Sayısı

Cite

APA Ceran, E. B., & Çakır Esen, T. E. (2018). Comparison of Perceptions of Service Quality in Transport Systems within the Context of Users of Istanbul City’s Metro and Metrobus Public Transportation Systems. Asia Minor Studies, 6(AGP Sempozyum Özel Sayısı1), 94-106. https://doi.org/10.17067/asm.439696