IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY

Güzin Akyıldız Alçura; S. Şeyma Kuşakcı Gündoğar; Cankat Tanrıverdi; Gülhayat Gölbaşı Şimşek; Mustafa Gürsoy

IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY

Abstract

Determination of service quality measures that have the greatest impact on overall satisfaction of a system has many advantages both in favor of passengers and managers. Service quality of a transportation system mostly found by evaluation of passengers attitudes. Especially for managers, it is very important to have knowledge about the expectations and perceptions of passengers that they provide service. In this study, two well-known methods, Servqual and Impact Score Technique (IST) are used to determine the service quality of High Speed Rail System of Turkey operated between Eskişehir and Ankara. Then, the results were compared and an analysis was conducted focusing on the differences that have arisen because of the approaches of the methods. The data collected from 900 passengers of High Speed Rail System (HSRS) were used in the analysis. For Servqual, the expectations and perceptions of passengers were taken into account, while in IST, the ratio of passengers having experienced a problem about the relevant attribute and their perceptions are used. The results show that in IST, the outstanding problematic areas are ranked according to problem experiencing rates; while in Servqual, ranking is mostly shaped by perceptions of passengers. In both methods, the featuring attributes of the system are found to be almost common.

Keywords

References

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Details

Primary Language

English

Subjects

Engineering

Journal Section

Research Article

Authors

Güzin Akyıldız Alçura This is me
0000-0001-7424-2764
Türkiye

S. Şeyma Kuşakcı Gündoğar This is me
0000-0002-7665-0005
Türkiye

Cankat Tanrıverdi This is me
0000-0002-4881-5618
Türkiye

Gülhayat Gölbaşı Şimşek This is me
0000-0002-8790-295X
Türkiye

Mustafa Gürsoy This is me
Türkiye

Publication Date

June 1, 2021

Submission Date

January 6, 2020

Acceptance Date

April 29, 2020

Published in Issue

Year 2020 Volume: 38 Number: 2

IZ

https://izlik.org/JA48TS48JF

Cite

RIS / Bibtex

APA

Akyıldız Alçura, G., Kuşakcı Gündoğar, S. Ş., Tanrıverdi, C., Gölbaşı Şimşek, G., & Gürsoy, M. (2021). IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY. Sigma Journal of Engineering and Natural Sciences, 38(2), 715-726. https://izlik.org/JA48TS48JF

AMA

1.Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Tanrıverdi C, Gölbaşı Şimşek G, Gürsoy M. IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY. SIGMA. 2021;38(2):715-726. https://izlik.org/JA48TS48JF

Chicago

Akyıldız Alçura, Güzin, S. Şeyma Kuşakcı Gündoğar, Cankat Tanrıverdi, Gülhayat Gölbaşı Şimşek, and Mustafa Gürsoy. 2021. “IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY”. Sigma Journal of Engineering and Natural Sciences 38 (2): 715-26. https://izlik.org/JA48TS48JF.

EndNote

Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Tanrıverdi C, Gölbaşı Şimşek G, Gürsoy M (June 1, 2021) IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY. Sigma Journal of Engineering and Natural Sciences 38 2 715–726.

IEEE

[1]G. Akyıldız Alçura, S. Ş. Kuşakcı Gündoğar, C. Tanrıverdi, G. Gölbaşı Şimşek, and M. Gürsoy, “IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY”, SIGMA, vol. 38, no. 2, pp. 715–726, June 2021, [Online]. Available: https://izlik.org/JA48TS48JF

ISNAD

Akyıldız Alçura, Güzin - Kuşakcı Gündoğar, S. Şeyma - Tanrıverdi, Cankat - Gölbaşı Şimşek, Gülhayat - Gürsoy, Mustafa. “IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY”. Sigma Journal of Engineering and Natural Sciences 38/2 (June 1, 2021): 715-726. https://izlik.org/JA48TS48JF.

JAMA

1.Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Tanrıverdi C, Gölbaşı Şimşek G, Gürsoy M. IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY. SIGMA. 2021;38:715–726.

MLA

Akyıldız Alçura, Güzin, et al. “IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY”. Sigma Journal of Engineering and Natural Sciences, vol. 38, no. 2, June 2021, pp. 715-26, https://izlik.org/JA48TS48JF.

Vancouver

1.Güzin Akyıldız Alçura, S. Şeyma Kuşakcı Gündoğar, Cankat Tanrıverdi, Gülhayat Gölbaşı Şimşek, Mustafa Gürsoy. IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY. SIGMA [Internet]. 2021 Jun. 1;38(2):715-26. Available from: https://izlik.org/JA48TS48JF