SERVICE QUALITY ASSESSMENT OF SATISFACTION IN HIGH SPEED TRAIN

Abstract

One of the most important problems in the world and Turkey is the transportation. One of the most effective solution which is "High Speed Train" (HST) has become very important in order to provide faster, cheaper, high quality and long term solutions for transportation problem. This study is applied, exploratory and experimental research. The aim of this research is to put forward the quality of the services offered in HST services and how these new services perceived by passengers. Additionally, relationships between service quality and frequency of usage of HST will be searched by expectations of the passengers from the HST services, perceptions and satisfaction with service levels and service quality. It is a distinctive survey study which conducted at the center of Konya with 600 HST passengers in 2015. This study is limited to Konya. As a result of the study, we found high expectations and relatively low perceptions. The publicity used to promote HST relieved high expectations when compared to publicity used in high-speed trains in the European countries as well as in the rest of the world. These expectations reflect the quality of service must be ideal. HSTs which are serving in our country in recent years have come to the forefront with fast, reliable, comfortable and cost effective for passengers.