Abstract
Hizmet kalitesi, toplu taşıma hizmeti veren kuruluşlar için oldukça önemli bir konudur. Literatürde toplu taşımada hizmet kalitesinin ölçülmesi ile ilgili çeşitli istatistiksel araçlar, servperf, vb. teknikler yer almakla birlikte, en sık tercih edilen yöntem servqual metodudur. Bu metotta, müşterilerin hizmetten beklentileri ile algıları ölçülmekte ve karşılaştırılarak hizmet kalitesi ölçülmektedir. İnsanların doğası gereği verdiği kararlar muğlak bir yapıda olduğundan dolayı, yolculardan, aldıkları hizmetin kalitesi ile ilgili düşüncelerini net sayılar ile ifade etmelerini beklemek çok doğru değildir. Dolayısıyla yolcuların hizmet ile ilgili beklenti ve algılarını ifade etmelerinde sözel ifadeleri kullanmaları, elde edilecek sonuçların daha sağlıklı olmasını sağlayacaktır. İşin doğasındaki bu bulanıklıktan dolayı, hizmet kalitesinin ölçülmesinde bulanık mantıktan yararlanılması daha uygun bir yöntem olarak görülmektedir. Bu çalışmada, İzmir’de lastikli toplu taşıma hizmeti veren ESHOT Genel Müdürlüğü’nde yolcuların memnuniyeti üzerine yapılan bir araştırmada, bulanık servqual metodundan yararlanılmıştır. Sonuç olarak, elde edilen sonuçlar irdelenmiş ve hizmet kalitesinin geliştirilmesine yönelik önerilere yer verilmiştir.
References
- Beheshti Hooshang M., Lollar James G. (2008) "Fuzzy logic and performancevaluation. Discussion and application" International Journal ofProductivity and Perfomance Management Vol. 57 p.237-246.
- Bellman R.E., Zadeh L.A. (1970) "Decision-making in a fuzzy enviroment" Management Science Vol. 17(4) p. 141-164
- Büyüközkan G., Çiftçi G., Güleryüz S. (2011) "Strategic Analysis of HealthcareService Quality Using Fuzzy AHP Methodology", Expert Systems withApplications, Vol. 38 p. 9407-9424
- Büyüközkan G., Çiftçi G. (2012) "A combined fuzzy AHP and fuzzy TOPSISbased strategic analysis of electronic service quality in healthcareindustry" Expert Systems with Applications vol.39 p. 2341-2354
- Chou C.C, Liu L.J., Huang S. H., Yih J. M., Han T.C. (2011) "An Evaluation ofairline service quality using the fuzzy weighted Servqual method"Applied Soft Computing, Vol. 11 p.2117-2128.
- Chau V.S., Kao. Y.Y. (2009), "Bridge over troubled water or long and windingroad? Gap-5 in Airline Service Quality Performance Measures" Managing Service Quality, Vol. 19. No.1 p. 106-134.
- Chang C.W., Wu C.R., Lin H.L. (2008) "Integrated Fuzzy Theory and Hierarchy Concepts to Evaluate Software Quality" Software Quality Journal Vol. 16 (2). p.263-276.
- Chou C.C. (2008) "An evaluation of the service quality of airline" Journal ofHarbin Institute of Technology (New Series) Vol. 15 p. 334-337
- Hwang C.L., Yoon K., (1981) "Multiple Attributees Decision Making Methodsand Applications" Spring-Verlag. Berlin Heidelberg.
- Hsu H.M., Chen C.T., (1997) " Fuzzy Credibility Relation Method for MultipleCriteria Decision-Making Problems" Information Sciences p.79-91
- Jamali R., Sayyadi H. (2009), "Prioritizing academic library service quality indicators using fuzzy approach. Case Stusy. Libraries of Ferdowsi University" Library Management. Vol.30 No.4/5 p.319-333
- Kotler, P. (2000). Marketing management: The millenium edition. New Jersey:Prentice-Hall, Inc.
- Liang G.S., Wang M.J., (1991) "A Fuzzy Multiple Criteria Decision-MakingMethod for Facilities Site Selection" International Journal of Production Research, Vol.29 (11) p.2313-2330.
- Lin H.T. (2010) "Fuzzy application in service qulity analysis: An empirical study" Expert Systems with Applications vol.37 p. 517-526
- Parasuraman A., Zeithaml V.A., Berry L.L. (1985) "A Conceptual Model of Service Quality and its implications for Future Research" Journal of Marketing vol.49 p.41-50.
- Tsaur S.H., Chang T.Y., Yen C.H. (2002) "The evaluation of airline service quality by fuzzy MCDM" Tourism Management, Vol.23 p. 107-115.
- TÜİK (2012) TÜİK Genel Nüfus Sayımı Sonuçları, ADNKS.
- Zadeh L.A. (1965) "Fuzzy sets" Information and Control, p.338-353.
- Zadeh L.A. (1975) "The Concept of a linguistic variable and its application toapproximate reasoning" Information Sciences. Vol.8 p.199-249.
- Zimmermann H.J., (1991) "Fuzzy Set Theory and its Applications" Second .ed.Kluwer Academic Publishers, Boston
Abstract
Service quality is an important issue for public transportation firms. Although there are various statistical tools for measuring service quality in the literature, the most commonly preferred one is Servqual. In Servqual, service quality is measured by comparing customer's expectations to customer's perceptions. Because of nature of the people, it is not suitable to expect them to express their ideas about service quality clearly with numbers. Therefore, the results will be healthier when the passengers use verbal expressions to express their expectations and perceptions about service. Due to this situation, use of fuzzy logic to measure service quality is more appropriate method. In this study, fuzzy servqual method was used to measure service quality of ESHOT General Directorate that serving public transportation in Izmir. In conclusion, the results were examined and some suggestions for improving service quality were given
References
- Beheshti Hooshang M., Lollar James G. (2008) "Fuzzy logic and performancevaluation. Discussion and application" International Journal ofProductivity and Perfomance Management Vol. 57 p.237-246.
- Bellman R.E., Zadeh L.A. (1970) "Decision-making in a fuzzy enviroment" Management Science Vol. 17(4) p. 141-164
- Büyüközkan G., Çiftçi G., Güleryüz S. (2011) "Strategic Analysis of HealthcareService Quality Using Fuzzy AHP Methodology", Expert Systems withApplications, Vol. 38 p. 9407-9424
- Büyüközkan G., Çiftçi G. (2012) "A combined fuzzy AHP and fuzzy TOPSISbased strategic analysis of electronic service quality in healthcareindustry" Expert Systems with Applications vol.39 p. 2341-2354
- Chou C.C, Liu L.J., Huang S. H., Yih J. M., Han T.C. (2011) "An Evaluation ofairline service quality using the fuzzy weighted Servqual method"Applied Soft Computing, Vol. 11 p.2117-2128.
- Chau V.S., Kao. Y.Y. (2009), "Bridge over troubled water or long and windingroad? Gap-5 in Airline Service Quality Performance Measures" Managing Service Quality, Vol. 19. No.1 p. 106-134.
- Chang C.W., Wu C.R., Lin H.L. (2008) "Integrated Fuzzy Theory and Hierarchy Concepts to Evaluate Software Quality" Software Quality Journal Vol. 16 (2). p.263-276.
- Chou C.C. (2008) "An evaluation of the service quality of airline" Journal ofHarbin Institute of Technology (New Series) Vol. 15 p. 334-337
- Hwang C.L., Yoon K., (1981) "Multiple Attributees Decision Making Methodsand Applications" Spring-Verlag. Berlin Heidelberg.
- Hsu H.M., Chen C.T., (1997) " Fuzzy Credibility Relation Method for MultipleCriteria Decision-Making Problems" Information Sciences p.79-91
- Jamali R., Sayyadi H. (2009), "Prioritizing academic library service quality indicators using fuzzy approach. Case Stusy. Libraries of Ferdowsi University" Library Management. Vol.30 No.4/5 p.319-333
- Kotler, P. (2000). Marketing management: The millenium edition. New Jersey:Prentice-Hall, Inc.
- Liang G.S., Wang M.J., (1991) "A Fuzzy Multiple Criteria Decision-MakingMethod for Facilities Site Selection" International Journal of Production Research, Vol.29 (11) p.2313-2330.
- Lin H.T. (2010) "Fuzzy application in service qulity analysis: An empirical study" Expert Systems with Applications vol.37 p. 517-526
- Parasuraman A., Zeithaml V.A., Berry L.L. (1985) "A Conceptual Model of Service Quality and its implications for Future Research" Journal of Marketing vol.49 p.41-50.
- Tsaur S.H., Chang T.Y., Yen C.H. (2002) "The evaluation of airline service quality by fuzzy MCDM" Tourism Management, Vol.23 p. 107-115.
- TÜİK (2012) TÜİK Genel Nüfus Sayımı Sonuçları, ADNKS.
- Zadeh L.A. (1965) "Fuzzy sets" Information and Control, p.338-353.
- Zadeh L.A. (1975) "The Concept of a linguistic variable and its application toapproximate reasoning" Information Sciences. Vol.8 p.199-249.
- Zimmermann H.J., (1991) "Fuzzy Set Theory and its Applications" Second .ed.Kluwer Academic Publishers, Boston
Details
| Other ID | JA52PU38ZC |
|---|---|
| Journal Section | Articles |
| Authors | |
| Publication Date | December 1, 2012 |
| Published in Issue | Year 2012 Issue: 29 |