Measurement of service quality in public transportation: Definition of performance measurement system in service quality


Uvenc G., KULLUK S.

PAMUKKALE UNIVERSITY JOURNAL OF ENGINEERING SCIENCES-PAMUKKALE UNIVERSITESI MUHENDISLIK BILIMLERI DERGISI, cilt.26, ss.737-748, 2020 (ESCI İndekslerine Giren Dergi) identifier

  • Cilt numarası: 26 Konu: 4
  • Basım Tarihi: 2020
  • Doi Numarası: 10.5505/pajes.2020.75032
  • Dergi Adı: PAMUKKALE UNIVERSITY JOURNAL OF ENGINEERING SCIENCES-PAMUKKALE UNIVERSITESI MUHENDISLIK BILIMLERI DERGISI
  • Sayfa Sayıları: ss.737-748

Özet

Increasing the quality of service is more important than ever for companies today. At the same time, the factors affecting service quality in the service sector vary according to the type and structure of the service. In the urban public transport sector, the situation is not different from other service sectors. EN 13816 Standard of Service Quality Management in Passenger Transport was constituted to develop a quality approach in the urban public transport sector in 2002. NF281 Passenger Transportation Standard, which was created with the aim of defining the criteria of public transport service and certificate at the point of suitability, has been using EN 13816 as a guide resource since 2003. According to the EN 13816 standard, two types of service quality measurements are carried out: customer oriented and service provider oriented. Service provider-oriented service quality measurement is called as performance measurement In this study, the design of service provider-oriented service quality measurement model, in other words the design of performance measurement model for the T1 line of Kayseri Transportation Inc Light Rail System was discussed. With the design of performance measurement model, service commitments, service commitments measurement and evaluation system, service level computation methods, service commitments management elements have been developed. These improvements have been made taking into account the requirements of the NF 281 standard.