A Research On The Perception Of Service Quality Of Intercity Passenger Transport: The Example Of Black Sea Region

Abstract

Highway passenger transportation sector stands out as a growing passenger transport sector in Turkey. Transport companies have to take into account the expectations of customers in order to survive and advance in this sector. For this reason, the measurement of the perceived and expected service quality of the customers is becoming important.
 In this study, a survey will be carried out on the service quality of highway intercity passenger transportation within the city of Tokat. It is explained why customer satisfaction and perception are very important for service providers, in highway passenger transportation which is one of the important sectors in our country. In this context, it has been understood that it is necessary to measure perceived and expected service quality of the customers. With this data, it will be possible to make improvements and improvements to the preferences of the customers.
 In this study it is examined the quality of the services primarily offered by the highway passenger transport sector, which is among the important sectors of our country in terms of both the economic magnitude and the employment it provides. For this aim the highway transportation literature is surveyed and according to literature using SERVQUAL scale one questionnaire is implemented to 400 people in Tokat.
 Then the collected data is analyzed with SPSS 24.0. According to test results age, monthly income and the travel purpose effects the highway transportation service quality perception of the passengers. In addition to this Service Quality Scale (SERVQUAL) is tested and found reliable and valid for highway passenger transport sector in Turkey.