Kent içi otobüs memnuniyet anketi verileri ve faktör analizinden yararlanılarak otobüslerin hizmet kalitesinin modellenmesi: İETT örneği

Hizmetkalitesi, 1980’lerden bu yana, önemli bir konu olarak değerlendirilmektedir.Kişiden kişiye farklılık gösterebildiği ve somut bir çıktı üretmediği için, hizmetkalitesinin ölçümü, ürün kalitesine kıyasla daha zordur. Hizmet kalitesinindeğerlendirilmesi için, literatürde çok sayıda model geliştirilmiştir.Ulaştırma iş kolu, hizmet iş kolunun önde gelen bileşenlerinden birisidir.Toplu taşımanın kalitesinin arttırılması, kentlerin gelişiminde ve özel araçkullanımının toplu ulaşıma yönlendirilmesinde kuvvetli bir etkendir. Otobüshizmetlerinin kalitesi, toplu ulaşımın kalitesinin ölçülmesine olanak sağlayanTS-EN 13816 Standardına göre tanımlanmıştır. İstanbul’da otobüsler için hizmetkalite ölçütleri belirlenmiş olup performansları sistematik bir şekildeölçülmektedir. Bu çalışma kapsamında, otobüs hizmetlerinin kalitesinindeğerlendirmek için, İETT tarafından internet üzerinden kullanıcılara uygulananmemnuniyet anketlerinin 2177 tanesinin sonuçları kullanılarak faktör analiziuygulanmış ve çoklu doğrusal regresyon modeli oluşturulmuştur. Ortaya çıkan 2faktör incelendiğinde, kullanıcıların hizmete erişime, konfordan daha fazlaönem verdikleri ortaya çıkmıştır. Ayrıca, kullanıcı anketlerinin sonuçları,hizmet sağlayıcıların görüşleri ile karşılaştırılmış, iki kesimin görüşüarasında yalnızca %1.733’lik fark gözlemlenmiştir.

Modelling the quality of bus services by using factor analysis on urban bus satisfaction survey data: Case of IETT

Servicequality has been regarded as an important issue since the 1980s. The measurementof service quality is harder than the quality of the product, since it variesfrom person to person and produces no concrete output. A number of models havebeen developed in the literature to assess service quality. The transportationsector is one of the leading components of the service sector. Increasing thequality of public transport has a strong influence in the development of citiesand decreasing the usage of private cars. The quality of bus services isdefined in accordance with TS-EN 13816 Standard, which allows measurement ofthe quality of public transport. In Istanbul, service quality criteria forbuses are determined and their performance is measured systematically. In thisstudy, factor analysis was applied to evaluate the quality of the bus servicesusing the results of the Satisfaction Surveys applied by IETT to 2177 users onthe internet and a multiple linear regression model was developed. When the twoemerging factors are examined, it is seen that users pay more importance to accessto the service than the comfort. In addition, the results of user surveys werecompared with the views of service providers, and a difference of only 1.733%was observed between the two groups’ views.

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