Service quality measurement model in urban public transportation: The case of IETT

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dc.authorid0000-0002-2247-2549en_US
dc.contributor.authorEkmekçi, İsmail
dc.contributor.authorKaynarca, Özüm Asya
dc.date.accessioned2019-08-19T11:45:41Z
dc.date.available2019-08-19T11:45:41Z
dc.date.issued2017en_US
dc.departmentFakülteler, Mühendislik ve Tasarım Fakültesi, Endüstri Mühendisliği Bölümüen_US
dc.description.abstractIETT, which manages land public transportation of Istanbul, serves to the customers in a broad area. So, measurement and assessment of its services is vital for urban transportation and life quality in Istanbul. For such reasons, it is necessary to evaluate its performance, determine level of quality and find areas for improvement. For such purposes, Service Quality Measurement Model (SQMM) is established and implemented by IETT in 2012. SQMM defines service quality and its boundaries, and determines methods to measure service quality at every contact point with customers according to eight main categories, which are availability, accessibility, information, time, customer care, comfort, security, and environmental impact, of EN 13816 Standard. EN 13816 Standard is based on service quality loop and evaluation of services from customer and operator perspective. All contact points are inspected implicitly and explicitly according to EN 13816 Standard. Analytic Hierarchy Process (AHP) is applied to assign weights of main criteria in each contact point and weights of each contact point with respect to total score. In this study, scope, criteria and methodology of SQMM, audit mechanism produced as an outcome of the model, and gains are put forward in this study.en_US
dc.identifier.endpage10en_US
dc.identifier.issue1en_US
dc.identifier.startpage1en_US
dc.identifier.urihttps://hdl.handle.net/11467/2871
dc.identifier.volume3en_US
dc.language.isoenen_US
dc.publisherJitalen_US
dc.relation.ispartofJournal of International Trade, Logistics and Lawen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectEN 13816en_US
dc.subjectService Qualityen_US
dc.subjectService Quality Measurement Modelen_US
dc.subjectPublic Transportationen_US
dc.subjectTransportationen_US
dc.titleService quality measurement model in urban public transportation: The case of IETTen_US
dc.typeArticleen_US

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