مرکز منطقه ای اطلاع رساني علوم و فناوري - MEASUREMENT OF SERVICE QUALITY FOR HIGH SPEED TRAIN IN TURKEY

Abstract :

The proportion of service sector in economic activities is quite high in developed economies. Developments in the service sector, particularly in trade, communications, health, transportation, education and so on have positive impacts to the development of all other sectors. Therefore, the quality of service given in these sectors is important. The basic approach for measuring service quality is that the difference between the service recipients expectation before purchasing the service and their perception after receiving the service should be minimum. The direction and extent of this difference is the starting point of measurement service quality quantitatively. On this basis, the Servqual scale developed by Parasuraman, Zeithhaml and Berry is used to measure service quality in many service sectors. The transport sector is one of the most important service sectors providing connections within the national borders and with other countries. Railway transportation is the least costly and most reliable way in the transportation sector. In this study, service quality measurement of high-speed train (YHT) in Turkey is performed by using servqual scale. This study covers the passengers traveling with high-speed trains between Ankara and Istanbul. The findings obtained from various statistical analyzes were evaluated in terms of significance and consistency.