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Demiryolu Hizmetlerindeki Kalitenin Odenen Ucret Acisindan Musteri Tatminine Etkisi

Author

Listed:
  • Cihan SECILMIS

    (Eskisehir Osmangazi Universitesi, Turizm ve Otel isletmeciligi Yuksekokulu)

  • Mehmet KASLI

    (Eskisehir Osmangazi Universitesi, Turizm ve Otel isletmeciligi Yuksekokulu)

  • Arzu KILIÇLAR

    (Gazi Universitesi, Ticaret ve Turizm Egitim Fakultesi)

  • Yaþar SARI

    (Eskisehir Osmangazi Universitesi, Turizm ve Otel isletmeciligi Yuksekokulu)

Abstract

Bu arastirma, turizm sektorundeki ulasim sistemine onemli bir katki sunabilme ve ayni zamanda Turkiye’de yasanan trafik terorunu azaltma potansiyeli bulunan demiryollarinin verdigi hizmetlerin, yolcularin gozuyle kalitesini olcmek ve hizmet kalitesi algisinin odenen ucret acisindan degisken olup olmadigini tespit etmek amaciyla yapilmistir. Arastirmadan elde edilen bulgulara gore, demiryollarindaki hizmet kalitesine donuk sorunlarin “konfor”, “servis hizmetleri”, “bilgilendirme”, “dogruluk” ve “zaman” alt boyutlarinda degerlendirilebilecegi ortaya cikmistir. “Servis hizmetleri” ve “zaman” boyutlari, hizmet kalitesi anlaminda musteriyi en az tatmin eden boyutlardir. Korelasyon ve regresyon analizi sonuclari, “hizmet kalitesi” ile “odenen ucret acisindan tatmin edicilik duzeyi” arasinda anlamli ve pozitif yonlu bir iliskinin bulundugunu ortaya koymustur (r=0,318). Odenen ucret acisindan tatmin edicilik duzeyini en fazla etkileyen hizmet kalitesi boyutu ise “dogruluk” (r=0,289) tur. Bunun yaninda “odenen ucret acisindan hizmet kalitesinin tatmin edicilik duzeyinin”, “yas” a ve “seyahat sikligina” gore degistigi arastirma bulgularindan anlasilmaktadir.

Suggested Citation

  • Cihan SECILMIS & Mehmet KASLI & Arzu KILIÇLAR & Yaþar SARI, 2011. "Demiryolu Hizmetlerindeki Kalitenin Odenen Ucret Acisindan Musteri Tatminine Etkisi," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 11(4), pages 573-586.
  • Handle: RePEc:ege:journl:v:11:y:2011:i:4:p:573-586
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