Araştırma Makalesi
BibTex RIS Kaynak Göster

IMPACT SCORE TECHNIQUE AND SERVQUAL COMPARISON FOR PUBLIC TRANSPORTATION SERVICE QUALITY

Yıl 2020, Cilt: 38 Sayı: 2, 715 - 726, 01.06.2021

Öz

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.

Kaynakça

  • [1] Morpace International, Inc., and Cambridge Systematics, Inc. TCRP Report 47: A Handbook for Measuring Customer Satisfaction and Service Quality. Transportation Research Board of the National Academies, Washington, D.C., 1999.
  • [2] Dell’Olio, L., A. Ibeas, and P. Cecı´n. Modelling user perception of bus transit quality. Transport Policy, Vol. 17, No. 6, 2010, pp.388–397.
  • [3] Kittelson & Associates, Inc., Urbitran, Inc., LKC consulting services, Inc. Morpace International, Inc., Queensland University of Technology, and Yuko Nakanishi. TCRP Report 88: A Guidebook for Developing Transit Performance-Measurement System. Transportation Research Board, Washington, D.C., 2003.
  • [4] Sa, L. Evaluation Model of Passenger Satisfaction Degree of Service Quality for Urban Rail Transit, 10th International Conference of Chinese Transportation Professionals, ICCTA, China, 2010, pp. 1464-1473.
  • [5] Eboli, L., and G. Mazzulla. A Methodology for Evaluating Transit Service Quality Based on Subjective and Objective Measures from the Passenger’s Point of View. Transport Policy, Vol. 18 No. 1, 2011-1, pp. 172–181.
  • [6] Chou, J., C. Kim, Y. Kuo, and N. Ou. Deploying Effective Service Strategy in the Operations Stage of High-Speed Rail. Transportation Research Part E, Vol. 47, No. 4, 2011, pp. 507-519.
  • [7] Liu, P., Z. Guan, Evaluation Research on the Quality of the Railway Passenger Service Based on the Linguistic Variables and the Improved PROMETHEE-II Method. Journal of Computers, Vol. 4 No. 3, 2009, pp. 265-270.
  • [8] Nathanail, E. Measuring the Quality of Service for Passengers on the Hellenic Railways. Transportation Research Part A, Vol. 42, No. 1, 2008, pp. 48–66.
  • [9] Eboli, L., and G. Mazzulla. Structural Equation Modelling for Analysing Passengers’ Perceptions about Railway Services. Procedia - Social and Behavioral Sciences, Vol. 54, 2011-2, pp. 96–106.
  • [10] Garrido C., De Oña R., De Oña J. Neural Networks for Analyzing Service Quality in Public Transportation. Expert Systems with Applications, Vol. 41, No. 15, 2014, pp. 6830-6838.
  • [11] Awasthi, A., S. S. Chauhan, H. Omrani, and A. Panahi A. A Hybrid Approach Based on SERVQUAL and Fuzzy TOPSIS for Evaluating Transportation Service Quality. Computers & Industrial Engineering, Vol. 61, No. 3, 2011, pp. 637-646.
  • [12] Demireli, E. TOPSIS Multicriteria Decision System: An application on Public Banks in Turkey. Girişimcilik ve Kalkınma Dergisi, Vol. 5, No. 1, 2010, pp. 101-112.
  • [13] Koffman, D., and R. Salstrom. How Best to Serve Seniors on Existing Transit Services? Publication FHWA/CA/OR-2001-23, California Department of Transportation, 2001.
  • [14] Jen, W., R. Tu, and T. Lu. Managing Passenger Behavioral Intention: An Integrated Framework for Service Quality, Satisfaction, Perceived Value and Switching Barriers. Transportation: Planning, Policy, Research, Practice, Vol. 38 No. 2, 2011, pp. 321-342.
  • [15] Rahaman, R. K., Md. A. Rahaman. Service Quality Attributes Affecting the Satisfaction of Railway Passengers Of Selective Route In Southwestern Part Of Bangladesh. Theoretical and Empirical Researches in Urban Management, Vol. 4, No. 3, 2009, pp. 115-125.
  • [16] Yu, S., C. Cao, Y. Liu, Evaluation Method of Customer Satisfaction in Public Transit Based on Cloud Model. 2nd International Conference on Transportation Engineering. Chengdu, China, 2009, pp. 4013-4018.
  • [17] Agarwal, R. Public Transportation and Customer Satisfaction: The Case of Indian Railways. Global Business Review,Vol. 9, No. 2, 2008, pp.257-272.
  • [18] Chen D., S. Ni, C. Li, and Q. Guo. Fuzzy Comprehensive Assessment for the Degree of Railway Passenger Satisfaction Based on Rough Set. 2nd International Conference on Transportation Engineering, China, 2009, pp. 1140-1145.
  • [19] Piriyawat, C., and S. Narupiti, S. Alternative Methods for Investigating Bus Service Quality and User Dissatisfaction in Bangkok and its Vicinity. International Conference on Transportation Systems Planning and Operation, Chennai, India, 2004.
  • [20] Barabino, B., E. Deiana, P. Tilocca. Urban Transport Management and Customer Perceived Quality: A Case Study In The Metropolitan Area Of Cagliari, Italy. Theoretical and Empirical Researches in Urban Management, Vol. 6, No. 1, 2011, pp. 19-32.
  • [21] Prasad, M. D., and B.R. Shekhar. Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways. International Journal of Business and Management, Vol. 5, No. 9, 2010-1, pp. 139-146.
  • [22] Prasad, M. D., and B. R. Shekhar. Measuring Service Quality of Indian Rail Passenger Services Using RAILQUAL Model (A Study of South Central Railways). 5th International Conference on Management of Innovation & Technology, IEEE, Singapore, 2010-2, pp. 292-296.
  • [23] Wang, W., R. Guo, and H. Zheng, Application of ISM in Service Quality Analysis of Railway Passenger Train. 2nd International Conference on Information Management and Engineering, IEEE, Chengdu, China, 2010, pp. 469-472.
  • [24] Zeng, Q., and X. Yan, A Study on the Index System for the Evaluation of Railway Passenger Satisfaction, First International Conference on Transportation Information and Safety, CCTA, Wuhan, China, 2011, pp. 2325-2333.
  • [25] Chen, C. Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A, Vol. 42, No. 4, 2008, pp.709-717.
  • [26] Parasuraman, A., V. A. Zeithaml, and L. L. Berry. SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, No. 1, 1988, pp. 12-40.
  • [27] Cronin, J.J. & Taylor, S.A. “Measuring service quality: A re-examination and Extension,” Journal of Marketing, vol. 56, 1992, p.55-68.
  • [28] Oh, H. Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective. Hospitality Management 18, 1999, p.67-82.
  • [29] Cavana, R. Y., L. M. Corbett, and Y. L. Lo. Developing Zones of Tolerance for Managing Passenger Rail Service Quality. International Journal of Quality & Reliability Management, Vol. 24, No. 1, 2007, pp. 7-31.
  • [30] Jun, L., and G. He, Study on Railway Transport Service Quality Evaluation. International Conference on Wireless Communications, Networking and Mobile Computing, IEEE, Shanghai, China, 2007, pp. 3313-3316.
  • [31] Carman, J.M. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, vol. 66, 1990, p.33-55.
  • [32] Babakus, Emin & Boller, G.W. An empirical assessment of the SERVQUAL scale. Journal of Business Research, vol. 24(3), 1992, p.253-268.
  • [33] Akyildiz Alcura, G., Kusakci S. S., Golbasi Simsek, G., Gursoy, M., Impact Score Technique for Analyzing the Service Quality of High Speed Rail System. Transportation Research Record: Journal of the Transportation Research Board, 2541, 2016, 64-72.
  • [34] Iacobucci, D., Grayson, K.A. and Omstrom, A.L., “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press, Greenwich, CT, 1994, pp. 1-68.
Yıl 2020, Cilt: 38 Sayı: 2, 715 - 726, 01.06.2021

Öz

Kaynakça

  • [1] Morpace International, Inc., and Cambridge Systematics, Inc. TCRP Report 47: A Handbook for Measuring Customer Satisfaction and Service Quality. Transportation Research Board of the National Academies, Washington, D.C., 1999.
  • [2] Dell’Olio, L., A. Ibeas, and P. Cecı´n. Modelling user perception of bus transit quality. Transport Policy, Vol. 17, No. 6, 2010, pp.388–397.
  • [3] Kittelson & Associates, Inc., Urbitran, Inc., LKC consulting services, Inc. Morpace International, Inc., Queensland University of Technology, and Yuko Nakanishi. TCRP Report 88: A Guidebook for Developing Transit Performance-Measurement System. Transportation Research Board, Washington, D.C., 2003.
  • [4] Sa, L. Evaluation Model of Passenger Satisfaction Degree of Service Quality for Urban Rail Transit, 10th International Conference of Chinese Transportation Professionals, ICCTA, China, 2010, pp. 1464-1473.
  • [5] Eboli, L., and G. Mazzulla. A Methodology for Evaluating Transit Service Quality Based on Subjective and Objective Measures from the Passenger’s Point of View. Transport Policy, Vol. 18 No. 1, 2011-1, pp. 172–181.
  • [6] Chou, J., C. Kim, Y. Kuo, and N. Ou. Deploying Effective Service Strategy in the Operations Stage of High-Speed Rail. Transportation Research Part E, Vol. 47, No. 4, 2011, pp. 507-519.
  • [7] Liu, P., Z. Guan, Evaluation Research on the Quality of the Railway Passenger Service Based on the Linguistic Variables and the Improved PROMETHEE-II Method. Journal of Computers, Vol. 4 No. 3, 2009, pp. 265-270.
  • [8] Nathanail, E. Measuring the Quality of Service for Passengers on the Hellenic Railways. Transportation Research Part A, Vol. 42, No. 1, 2008, pp. 48–66.
  • [9] Eboli, L., and G. Mazzulla. Structural Equation Modelling for Analysing Passengers’ Perceptions about Railway Services. Procedia - Social and Behavioral Sciences, Vol. 54, 2011-2, pp. 96–106.
  • [10] Garrido C., De Oña R., De Oña J. Neural Networks for Analyzing Service Quality in Public Transportation. Expert Systems with Applications, Vol. 41, No. 15, 2014, pp. 6830-6838.
  • [11] Awasthi, A., S. S. Chauhan, H. Omrani, and A. Panahi A. A Hybrid Approach Based on SERVQUAL and Fuzzy TOPSIS for Evaluating Transportation Service Quality. Computers & Industrial Engineering, Vol. 61, No. 3, 2011, pp. 637-646.
  • [12] Demireli, E. TOPSIS Multicriteria Decision System: An application on Public Banks in Turkey. Girişimcilik ve Kalkınma Dergisi, Vol. 5, No. 1, 2010, pp. 101-112.
  • [13] Koffman, D., and R. Salstrom. How Best to Serve Seniors on Existing Transit Services? Publication FHWA/CA/OR-2001-23, California Department of Transportation, 2001.
  • [14] Jen, W., R. Tu, and T. Lu. Managing Passenger Behavioral Intention: An Integrated Framework for Service Quality, Satisfaction, Perceived Value and Switching Barriers. Transportation: Planning, Policy, Research, Practice, Vol. 38 No. 2, 2011, pp. 321-342.
  • [15] Rahaman, R. K., Md. A. Rahaman. Service Quality Attributes Affecting the Satisfaction of Railway Passengers Of Selective Route In Southwestern Part Of Bangladesh. Theoretical and Empirical Researches in Urban Management, Vol. 4, No. 3, 2009, pp. 115-125.
  • [16] Yu, S., C. Cao, Y. Liu, Evaluation Method of Customer Satisfaction in Public Transit Based on Cloud Model. 2nd International Conference on Transportation Engineering. Chengdu, China, 2009, pp. 4013-4018.
  • [17] Agarwal, R. Public Transportation and Customer Satisfaction: The Case of Indian Railways. Global Business Review,Vol. 9, No. 2, 2008, pp.257-272.
  • [18] Chen D., S. Ni, C. Li, and Q. Guo. Fuzzy Comprehensive Assessment for the Degree of Railway Passenger Satisfaction Based on Rough Set. 2nd International Conference on Transportation Engineering, China, 2009, pp. 1140-1145.
  • [19] Piriyawat, C., and S. Narupiti, S. Alternative Methods for Investigating Bus Service Quality and User Dissatisfaction in Bangkok and its Vicinity. International Conference on Transportation Systems Planning and Operation, Chennai, India, 2004.
  • [20] Barabino, B., E. Deiana, P. Tilocca. Urban Transport Management and Customer Perceived Quality: A Case Study In The Metropolitan Area Of Cagliari, Italy. Theoretical and Empirical Researches in Urban Management, Vol. 6, No. 1, 2011, pp. 19-32.
  • [21] Prasad, M. D., and B.R. Shekhar. Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways. International Journal of Business and Management, Vol. 5, No. 9, 2010-1, pp. 139-146.
  • [22] Prasad, M. D., and B. R. Shekhar. Measuring Service Quality of Indian Rail Passenger Services Using RAILQUAL Model (A Study of South Central Railways). 5th International Conference on Management of Innovation & Technology, IEEE, Singapore, 2010-2, pp. 292-296.
  • [23] Wang, W., R. Guo, and H. Zheng, Application of ISM in Service Quality Analysis of Railway Passenger Train. 2nd International Conference on Information Management and Engineering, IEEE, Chengdu, China, 2010, pp. 469-472.
  • [24] Zeng, Q., and X. Yan, A Study on the Index System for the Evaluation of Railway Passenger Satisfaction, First International Conference on Transportation Information and Safety, CCTA, Wuhan, China, 2011, pp. 2325-2333.
  • [25] Chen, C. Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A, Vol. 42, No. 4, 2008, pp.709-717.
  • [26] Parasuraman, A., V. A. Zeithaml, and L. L. Berry. SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64, No. 1, 1988, pp. 12-40.
  • [27] Cronin, J.J. & Taylor, S.A. “Measuring service quality: A re-examination and Extension,” Journal of Marketing, vol. 56, 1992, p.55-68.
  • [28] Oh, H. Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective. Hospitality Management 18, 1999, p.67-82.
  • [29] Cavana, R. Y., L. M. Corbett, and Y. L. Lo. Developing Zones of Tolerance for Managing Passenger Rail Service Quality. International Journal of Quality & Reliability Management, Vol. 24, No. 1, 2007, pp. 7-31.
  • [30] Jun, L., and G. He, Study on Railway Transport Service Quality Evaluation. International Conference on Wireless Communications, Networking and Mobile Computing, IEEE, Shanghai, China, 2007, pp. 3313-3316.
  • [31] Carman, J.M. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, vol. 66, 1990, p.33-55.
  • [32] Babakus, Emin & Boller, G.W. An empirical assessment of the SERVQUAL scale. Journal of Business Research, vol. 24(3), 1992, p.253-268.
  • [33] Akyildiz Alcura, G., Kusakci S. S., Golbasi Simsek, G., Gursoy, M., Impact Score Technique for Analyzing the Service Quality of High Speed Rail System. Transportation Research Record: Journal of the Transportation Research Board, 2541, 2016, 64-72.
  • [34] Iacobucci, D., Grayson, K.A. and Omstrom, A.L., “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press, Greenwich, CT, 1994, pp. 1-68.
Toplam 34 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Mühendislik
Bölüm Research Articles
Yazarlar

Güzin Akyıldız Alçura Bu kişi benim 0000-0001-7424-2764

S. Şeyma Kuşakcı Gündoğar Bu kişi benim 0000-0002-7665-0005

Cankat Tanrıverdi Bu kişi benim 0000-0002-4881-5618

Gülhayat Gölbaşı Şimşek Bu kişi benim 0000-0002-8790-295X

Mustafa Gürsoy Bu kişi benim

Yayımlanma Tarihi 1 Haziran 2021
Gönderilme Tarihi 6 Ocak 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 38 Sayı: 2

Kaynak Göster

Vancouver 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):715-26.

IMPORTANT NOTE: JOURNAL SUBMISSION LINK https://eds.yildiz.edu.tr/sigma/