High Speed Rail Passenger Satisfaction according to Socio-Demographic Variables in Turkey

Volume: 15 Issue: 4
Year: 2020

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High Speed Rail Passenger Satisfaction according to Socio-Demographic Variables in Turkey [Megaron]

Megaron. Ahead of Print: MEGARON-64426

High Speed Rail Passenger Satisfaction according to Socio-Demographic Variables in Turkey

Seher �zkazan�
Necmettin Erbakan University, Department of City and Regional Planning, Konya, Turkey

This study evaluates the high speed rail (HSR) satisfaction from the perspective of passengers of different socio-demographic structure. The population of the study consisted of 427 individuals who are older than 18 years old and focuses on the trips on Ankara-Konya HSR route, which constitutes 28% of the total HSR trips, at the economy class. In the 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 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 triping with the aim of visiting their friends and participating in socio-cultural activities were more satisfied with HSR, while the participants triping for care services, on the other hand, were found to have the lowest satisfaction score.

Keywords: High speed rail, passenger satisfaction, customer satisfaction, analytic hierarchy process, service quality

T�rkiye'de Sosyo-Demografik De�i�kenlere G�re Y�ksek H�zl� Tren Yolcu Memnuniyeti

Seher �zkazan�
Necmettin Erbakan �niversitesi, �ehir ve B�lge Planlama B�l�m�, Konya, T�rkiye

Bu �al��mada y�ksek h�zl� tren (YHT) memnuniyeti farkl� sosyo-demografik yap�daki yolcular�n bak�� a��s�yla de�erlendirilmektedir. �al��man�n �rneklemini Ankara-Konya YHT g�zergah�nda seyahat eden, 18 ya��ndan b�y�k, ekonomi s�n�f�n� kullanan 427 ki�i olu�turmaktad�r. �al��mada literat�rden elde edilen bilgiler do�rultusunda yolcular�n memnuniyetine etki edece�i �ng�r�len 6 ana ba�l�kta 23 alt kriter seti anket formu �eklinde kullan�c�lara sunulmu�, anketlerde likert tipi �l�ek kullan�lm��t�r. Belirlenen kriterlerin �nem derecesine g�re a��rl�kland�r�lmas� amac�yla analitik hiyerar�i s�reci (AHS) y�nteminden yararlan�larak uzman g�r��ne ba�vurulmu�tur. AHS analiz sonu�lar� incelendi�inde ana kriterlerde yolculuk ve tren konforu; alt kriterlerde ise sefer s�kl��, bilet �creti ve sefer saatlerinin yolcu memnuniyetine daha fazla etki etti�i saptanm��t�r. Cinsiyet de�i�keni ele al�nd��nda kad�n kat�l�mc�lar�n erkek kat�l�mc�lardan tren konforu ile g�venlik ve risk memnuniyetinde farkl�la�t�klar� g�r�lmektedir. YHT genel memnuniyet d�zeyinin ya� ve e�itim d�zeyi artt�k�a azald�� saptanm��t�r. Erken ya�l�-ya�l� grubu (55 ya� ve �zeri) �zellikle tren konforuna ili�kin olumsuz g�r�� bildirmi�tir. �stasyon konforu memnuniyet puan�n�n gelirle ters orant�l�, �cret ve bilet hizmetleri toplam memnuniyet puan�n�n gelirle do�ru orant�l� oldu�u bulgulanm��t�r. Yolculuk ama�lar�na g�re genel memnuniyet puanlar�na bak�ld��nda arkada� ziyareti ve sosyo-k�lt�rel etkinliklere kat�l�m amac�yla yolculuk yapan kat�l�mc�lar�n YHT�den daha memnun oldu�u; bak�m hizmeti amac�yla yolculuk yapan kat�l�mc�lar�n ise en d��k memnuniyet puan�na sahip oldu�u saptanm��t�r.

Anahtar Kelimeler: Y�ksek h�zl� tren, yolcu memnuniyeti, m��teri memnuniyeti, analitik hiyerar�i s�reci, hizmet kalitesi

Corresponding Author: Seher �zkazan�, T�rkiye

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