Volume: 17 Issue: 2
Year: 2022

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DOAJ

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Ulrichs Web

Megaron. 2021; 16(1): 101-115 | DOI: 10.14744/megaron.2020.64426
High Speed Rail Passenger Satisfaction According to Socio-Demographic Variables in Turkey Seher Özkazanç Department of City and Regional Planning, Necmettin Erbakan University Faculty of Engineering and Architecture, Konya, Turkey This study evaluates the high speed rail (HSR) satisfaction from the perspective of passengers of different socio-demographic structures. The population of the study consisted of 427 individuals who are older than 18 years old and the main scope of the study was on Ankara-Konya HSR route, which constitutes 28% of the total HSR trips, at the economy class. In the present study, in line with the data obtained from the literature, 23 sub-criteria sets under 6 main headings that are expected to affect passenger satisfaction are provided to the users in a questionnaire form. To weight the determined criteria according to the degree of importance, the analytic hierarchy process (AHP) method was used and expert opinion was referred. When AHP analysis results were examined, trip and train comfort were determined to have more impact on passenger satisfaction in the main criteria, while fare, ticket services, and train service times had more impact in the sub-criteria. Considering the gender variable, it is found that female participants differ from male participants in terms of trip comfort and security and risk satisfaction. HSR overall satisfaction level was identified to decrease as the level of age and education increases. The early-aged and aged group (55 and over age) delivered a negative opinion for train comfort in particular. Station comfort satisfaction score was found to be inversely proportionated to income, while fare and ticket services total satifaction score was direclty proportionated to income. Considering the general satisfaction scores according to the trip purposes; it was determined that participants traveling with the aim of visiting their friends and participating in socio-cultural activities were found to be more satisfied with HSR, while the participants traveling for care services, on the other hand, were found to have the lowest satisfaction score. Keywords: Analytic hierarchy process, customer satisfaction; high speed rail; passenger satisfaction; service quality. Türkiye’de Sosyodemografik Deðiþkenlere Göre Yüksek Hýzlý Tren Yolcu Memnuniyeti Seher Özkazanç Necmettin Erbakan Üniversitesi, Þehir ve Bölge Planlama Bölümü, Konya, Türkiye Bu çalýþmada, yüksek hýzlý tren memnuniyeti farklý sosyodemografik yapýdaki yolcularýn bakýþ açýsýyla deðerlendirilmektedir. Çalýþmanýn örneklemini Ankara-Konya yüksek hýzlý tren güzergahýnda seyahat eden, 18 yaþýndan büyük, ekonomi sýnýfýný kullanan 427 kiþi oluþturmaktadýr. Çalýþmada literatürden elde edilen bilgiler doðrultusunda yolcularýn memnuniyetine etki edeceði öngörülen altý ana baþlýkta 23 alt kriter seti anket formu þeklinde kullanýcýlara sunulmuþ, anketlerde likert tipi ölçek kullanýlmýþtýr. Belirlenen kriterlerin önem derecesine göre aðýrlýklandýrýlmasý amacýyla analitik hiyerarþi süreci yönteminden yararlanýlarak uzman görüþüne baþvurulmuþtur. Analitik hiyerarþi süreci analiz sonuçlarý incelendiðinde ana kriterlerde yolculuk ve tren konforu; alt kriterlerde ise sefer sýklýðý, bilet ücreti ve sefer saatlerinin yolcu memnuniyetine daha fazla etki ettiði saptanmýþtýr. Cinsiyet deðiþkeni ele alýndýðýnda kadýn katýlýmcýlarýn erkek katýlýmcýlardan tren konforu ile güvenlik ve risk memnuniyetinde farklýlaþtýklarý görülmüþtür. Yüksek hýzlý tren genel memnuniyet düzeyinin, yaþ ve eðitim düzeyi arttýkça azaldýðý saptanmýþtýr. Erken yaþlý-yaþlý grubu (55 yaþ ve üzeri) özellikle tren konforuna iliþkin olumsuz görüþ bildirmiþtir. Ýstasyon konforu memnuniyet puanýnýn gelirle ters orantýlý, ücret ve bilet hizmetleri toplam memnuniyet puanýnýn gelirle doðru orantýlý olduðu tespit edilmiþtir. Yolculuk amaçlarýna göre genel memnuniyet puanlarýna bakýldýðýnda arkadaþ ziyareti ve sosyokültürel etkinliklere katýlým amacýyla yolculuk yapan katýlýmcýlarýn yüksek hýzlý trenden daha memnun olduðu; bakým hizmeti amacýyla yolculuk yapan katýlýmcýlarýn ise en düþük memnuniyet puanýna sahip olduðu saptanmýþtýr. Anahtar Kelimeler: Analitik hiyerarþi sü, reci; müþteri memnuniyeti; yüksek hýzlý tren; yolcu memnuniyeti; hizmet kalitesi. Seher Özkazanç. High Speed Rail Passenger Satisfaction According to Socio-Demographic Variables in Turkey. Megaron. 2021; 16(1): 101-115 Corresponding Author: Seher Özkazanç, Türkiye	TOOLS Full Text PDF Print Download citation RIS EndNote BibTex Medlars Procite Reference Manager Share with email Share Send email to author Similar articles PubMed Google Scholar