Author/Authors :
DEMİRELİ, Cemalettin Dumlupınar Üniversitesi - Uygulamalı Bilimler Yüksekokulu - Sigortacılık Risk Yönetimi Bölümü, Turkey , BAYRAKTAR, Uğur Dumlupınar Üniversitesi - Sosyal Bilimler Enstitüsü, Turkey
Title Of Article :
Service Quality and Customer Satisfaction on The Value Effect of Services: An Application in railway Transport
Abstract :
The importance of passenger transportation by rail increased with high-speed trains to put in service although scientific studies related YHT has been rather limited. In this study, high-speed train service and quality of the services values offered in sizes revealed and their effect on the customer satisfaction of this size is revealed. This study has been applied to the 630 high-speed train travelers customers. Customer satisfaction is measured in three items of the one-dimensional. When The relationship between customer satisfaction with service quality and service value examined, no relationship with satisfaction and communication which the sub-dimensions of service quality and low levels relationship between the other dimensions has been determined. Research results in terms of creating customer satisfaction in YHT services, the importance of service quality and service value are put forward.
NaturalLanguageKeyword :
High speed train , Service Quality , Service Value , Customer Satisfaction
JournalTitle :
Gaziantep University Journal Of Social Sciences
