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

Yıl 2018, Cilt: 24 Sayı: 6, 1079 - 1086, 18.12.2018

İlgın Gökaşar , Büşra Buran , Selim Dündar

Öz

Hizmet
kalitesi, 1980’lerden bu yana, önemli bir konu olarak değerlendirilmektedir.
Kişiden kişiye farklılık gösterebildiği ve somut bir çıktı üretmediği için, hizmet
kalitesinin ölçümü, ürün kalitesine kıyasla daha zordur. Hizmet kalitesinin
değerlendirilmesi için, literatürde çok sayıda model geliştirilmiştir.
Ulaştırma iş kolu, hizmet iş kolunun önde gelen bileşenlerinden birisidir.
Toplu taşımanın kalitesinin arttırılması, kentlerin gelişiminde ve özel araç
kullanımının toplu ulaşıma yönlendirilmesinde kuvvetli bir etkendir. Otobüs
hizmetlerinin kalitesi, toplu ulaşımın kalitesinin ölçülmesine olanak sağlayan
TS-EN 13816 Standardına göre tanımlanmıştır. İstanbul’da otobüsler için hizmet
kalite ölçütleri belirlenmiş olup performansları sistematik bir şekilde
ölçülmektedir. Bu çalışma kapsamında, otobüs hizmetlerinin kalitesinin
değerlendirmek için, İETT tarafından internet üzerinden kullanıcılara uygulanan
memnuniyet anketlerinin 2177 tanesinin sonuçları kullanılarak faktör analizi
uygulanmış ve çoklu doğrusal regresyon modeli oluşturulmuştur. Ortaya çıkan 2
faktör incelendiğinde, kullanıcıların hizmete erişime, konfordan daha fazla
önem verdikleri ortaya çıkmıştır. Ayrıca, kullanıcı anketlerinin sonuçları,
hizmet sağlayıcıların görüşleri ile karşılaştırılmış, iki kesimin görüşü
arasında yalnızca %1.733’lik fark gözlemlenmiştir.

Anahtar Kelimeler

Otobüs hizmetleri, Kalite değerlendirilmesi, Hizmet kalitesi, Faktör analizi, Çoklu doğrusal regresyon

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

Öz

Service
quality has been regarded as an important issue since the 1980s. The measurement
of service quality is harder than the quality of the product, since it varies
from person to person and produces no concrete output. A number of models have
been developed in the literature to assess service quality. The transportation
sector is one of the leading components of the service sector. Increasing the
quality of public transport has a strong influence in the development of cities
and decreasing the usage of private cars. The quality of bus services is
defined in accordance with TS-EN 13816 Standard, which allows measurement of
the quality of public transport. In Istanbul, service quality criteria for
buses are determined and their performance is measured systematically. In this
study, factor analysis was applied to evaluate the quality of the bus services
using the results of the Satisfaction Surveys applied by IETT to 2177 users on
the internet and a multiple linear regression model was developed. When the two
emerging factors are examined, it is seen that users pay more importance to access
to the service than the comfort. In addition, the results of user surveys were
compared with the views of service providers, and a difference of only 1.733%
was observed between the two groups’ views.

Anahtar Kelimeler

Bus services, Quality evaluation, Service quality, Factor analysis, Multiple linear regression

Kaynakça

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