Impact Score Technique for Analyzing the Service Quality of a High-Speed Rail System


AKYILDIZ ALÇURA G., KUŞAKCI GÜNDOĞAR S. Ş., GÖLBAŞI ŞİMŞEK G., GÜRSOY M., Tanriverdi S. C.

TRANSPORTATION RESEARCH RECORD, no.2541, pp.64-72, 2016 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: Issue: 2541
  • Publication Date: 2016
  • Doi Number: 10.3141/2541-08
  • Journal Name: TRANSPORTATION RESEARCH RECORD
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Page Numbers: pp.64-72
  • Istanbul University Affiliated: Yes

Abstract

This paper presents the results of a survey conducted to measure the service quality of the high-speed railway system (HSRS) that operates between two cities in Turkey. The analysis had its basis in the impact score technique. The survey was prepared to ask users for satisfaction ratings of 61 attributes, which were constructed for the seven dimensions of service quality for public transportation systems: passenger information, fare level and type, accessibility, station environment, vehicle environment, service delivery, and security. Through analysis of the results, the most problematic areas of the service provided by the HSRS were determined. According to the model results, the operator of the system should provide enhancements especially in the seat design of the vehicles and also regarding the time and the frequency of the service provided.