ULAŞIM SİTEMLERİNDE HİZMET KALİTESİ ALGISININ İSTANBUL İLİ TOPLU TAŞIMA SİSTEMLERİNDEN OLAN METRO VE METROBÜS KULLANICILARI BAĞLAMINDA KARŞILAŞTIRILMASI

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.

Anahtar Kelimeler:

SERVQUAL, Hizmet Kalitesi

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

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.

Keywords:

SERVQUAL, Service Quality,

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