The measurement of the service quality in the Konya light rail transportation system

Bu çalışmada, Konya hafif raylı ulaşım sisteminin, vatmanlar ve yolculara göre servis kalitesi, SERVQUAL metodu ile belirlenmeye çalışılmıştır. Günümüzün rekabetçi ortamında, firmaların vermiş oldukları hizmeti ölçmeleri önemli bir stratejik faktördür. Geçmiş on yılda servis kalitesini ölçmek için en yaygın olarak kullanılan standart soru (anket) tekniği SERVQUAL metodudur. Konya merkez nüfusu, en son sayımlara göre, yıllık 50 bin nüfus artışı ile, 900000'dir. Nüfustaki artıştan dolayı ortaya çıkan en önemli problemlerden biri de toplu taşıma problemidir. Konya da bu problem, 1992 yılında hizmete giren hafif raylı ulaşım sistemi ile çözülmüştür. Araştırmada vatman ve yolcuların hafif raylı ulaşım sistemindeki beklentileri servis kalite metodu yardımı ile belirlenmeye çalışılmıştır.

Konya hafif raylı ulaşım sisteminde servis kalitesinin ölçümü

The purpose of this study is to examine the impact of Service Quality (SERVQUAL) in the Konya Light Rail Transportation System (KLRTS) on passengers and tram-drivers . The quest for service quality has been an essential strategic component for firms attempting to succeed and survive in today's competitive environment. Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. Konya's central population is 900.000 according to the last census, with an increase rate of approximately 50.000 people per year. One of the most important problems emerging due to population increase is transportation problem. This problem has been tried to be controlled by using light rail transportation system since 1992. The research measures expectations of the passengers and tram-drivers from the Light Rail Transportation System with the help of Service Quality method.

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