The Improvements on Service Quality of Turkish Railway Corporation (TCDD) in the Process of Reorganization

Yıl 2014, Cilt: 14 Sayı: 3, 65 - 76, 01.09.2014

Mine Şenel Bilgin Şenel Belkıs Özkara

https://doi.org/10.18037/ausbd.64616

Öz

This study has been conducted to assess the perceived service quality of Turkish Railways Corporation (TCDD), which is in the process of reorganization. For achievement of the purpose of the study, the relationships between service quality and demographic characteristics of customers have been examined and the results have been compared to the service quality measurements done in 2004. Perceived service quality is measured using widely accepted SERVQUAL scale that is developed by Parasuraman, Zeithaml and Berry. Data has been collected from primary sources. Respondents have been given the statements in proportional way. Data analysis is performed by reliability checks, computation of means, t-test for independent samples and finally ANOVA (Analysis of Variance). Using the results, the most important dimension for respondents is selected among the five dimensions of service quality. It has been observed that there are meaningful improvements in the each of service quality dimensions from angel of the amount of investments. However, it is also seen that the improvements are not enough and customers expect more than current service quality in all the dimensions of service quality.

Anahtar Kelimeler

Service Quality, SERVQUAL, TCDD, Reorganization

Yeniden Yapılanma Sürecinde Olan Türkiye Cumhuriyeti Devlet Demiryollarında Hizmet Kalitesi

Öz

Bu çalışma, yeniden yapılanma sürecinde olan TCDD’na ilişkin algılanan hizmet kalitesi düzeyinin incelenmesi amacıyla gerçekleştirilmiştir. Bu bağlamda hizmet kalitesinin müşterilerin demografik özellikleriyle ilişkisi incelenmiş ve 2004 yılında yapılan TCDD hizmet kalitesi ölçümleriyle sonuçlar kıyaslanmıştır. Algılanan hizmet kalitesi, Parasuraman, Zeithaml ve Berry tarafından geliştirilen ve literatürde sıklıkla kullanılan SERVQUAL ölçeği ile incelenmiştir. Verilerin toplanması birincil kaynaklardan oluşturulan anket formuyla sağlanmıştır. Katılımcılara TCDD tarafından verilen hizmetlere ilişkin, çeşitli yargılar verilmiş ve her bir ifadeyi beklentileri ve algıladıkları şeklinde derecelendirmeleri istenmiştir. Sırasıyla verilerin analizini güvenilirlik, ortalamaların hesaplanması, bağımsız t-testi ve ANOVA (tek yönlü varyans analizi ) tekniği oluşturmaktadır. Elde edilen veriler kullanılarak, katılımcılar için hizmet kalitesinin beş boyutu arasında en önemli görülen boyutun ve en çok geliştirilmesi gereken boyutun belirlenmesi için analiz gerçekleştirilmiştir. Sonuçlarda 2004-2010 arasında yapılmış olan yatırımlar doğrultusunda her bir boyutta hizmet kalitesi açısından gelişmelerin olduğu görülmektedir. Ancak hala bu iyileştirme çalışmalarının yeterli olmadığı ve müşterilerin beş boyutta beklentilerini yakalayabilmenin gerekliliği ortaya konulmuştur.

Anahtar Kelimeler

Hizmet Kalitesi, SERVQUAL, TCDD, Yeniden Yapılandırma

Kaynakça

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