Research Information System
AKYILDIZ ALÇURA G. (Executive), YILMAZ M. O., KUŞAKCI GÜNDOĞAR S. Ş., Varer A., KARADAĞ T., DEĞER ŞİTİLBAY B., et al.
Project Supported by Higher Education Institutions, 2022 - 2023
This research is based on the definition and measurement of the service quality of City Bus Transportation offered by IETT (Istanbul Tramway Trolleybus Enterprises) affiliated to the Istanbul Metropolitan Municipality in terms of disabled users. The aim of the research is to measure and interpret the service quality expected and perceived by the disabled individuals using the public transportation service. In developed economies, the service sector does not only participate in the economy with the production of services, but also contributes to the development of vital welfare with production. For this reason, in the transportation sector, which is an important part of public life, the perceptions of individuals benefiting from the service are also of great importance in increasing social welfare.
Persons with disabilities benefiting from transportation services constitute a vulnerable group that needs more support among the population benefiting from the service. In order for disabled people to benefit from transportation services, the physical conditions of transportation systems have been made accessible to everyone by the relevant laws and regulations in our country and the application of design standards has been made mandatory. For this reason, it is desired to investigate how the disabled individuals who constitute this sensitive group can benefit from the city bus transportation service and the state of their perceptions about the service.
Transportation service, by being consumed abstractly and simultaneously, constitutes an important part in the formation of the welfare perception of social life, which is directly determined by the effect of service quality. The sustainability of transportation systems, as in all other systems, depends on the satisfaction and therefore the loyalty of the passengers who are the users of the system. If the passenger, who has the opportunity to choose or not, is not satisfied with the service offered, they will prefer to use another transportation system. With the survey to be prepared within the scope of the project, the perceptions and expectations of the passengers regarding the system components will be obtained and the satisfaction and expectation measurements regarding the system will be realized.