Dersin Amacı | Toplu Taşıma Sistemlerinde sunulması gereken hizmet kalitesinin genel prensiplerini öğretmek |
Dersin İçeriği | Toplu taşımada hizmet planlaması
Ulaştırma sistemlerinde hizmet kalitesi, performans ve yolcu memnuniyeti ölçütleri
Hizmet kalitesi, performans ve yolcu memnuniyeti ölçümü için veri toplama yöntemleri
Hizmet kalitesi, performans ve yolcu memnuniyeti analiz/ölçüm yöntemleri
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Ders Kitabı / Malzemesi / Önerilen Kaynaklar | - Vuchic V. R., 2015, Kent içi Toplu Ulaşım ve Yaşanabilir Şehirler, İstanbul Ulaşım A.Ş.
- Pticina I., The Methodology of Data Collection About Public Transport Service Quality, The 11th International Conference Reliability and Statistics in Transportation and Communication, 2011.
- Eboli L., Mazzulla G., A Service Quality experimental measure for public transport, European Transport \ Trasporti Europei n. 34 (2006): 42-53.
- Eboli L., Mazzulla G., Service Quality Attributes Affecting Customer Satisfaction for Bus Transit, Journal of Public Transportation, Vol. 10, No. 3, 2007.
- Yang X., Zhang D., An J., Liu H., Passengers’ Perception Based Public Transportation Service Quality Evaluating Methodology, The Sixth Advanced Forum on Transportation of Chin.
- Beirão G., Cabral J. S., Enhancing service quality in public transport systems, WIT Transactions on The Built Environment, Volume 89, Pages 9, 2006.
- Meghna Verma, Ashish Verma, Ajith P., Sneha Sindhe, Urban Bus Transport Service Quality And Sustainable Development: Understanding The Gaps, WCTR 2013, Selected Proceedings.
- Randheer K., AL-Motawa A. A., Vijay. J P., Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation, International Journal of Marketing Studies Vol. 3, No. 1; February 2011.
- Stelzer A., Englert F., Horold S., Mayas C., Improving service quality in public transportation systems using automated customer feedback, Transportation Research Part E 89 (2016) 259–271.
- Chen C. 2008. “Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan”, Transportation Research Part A, 42(4), 709-717.
- Zeithalm, V. A. 1988. “Consumer perception of price, quality and value: A Means-End Model and Synthesis of Evidence”, Journal of Marketing, 52(3), 2-22.
- Parasuraman A., Zeithaml V. A., Berry L. L. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research”, The Journal of Marketing, 49(4), 41-50.
- Vuchic V. R., 1981, Urban Public Transportation-Systems and Technology, Englewood Cliffs, New Jersey, Prentice-Hall, Inc.
- Vuchic V. R., 2005, Transportation For Livable Cities, USA, Center for Urban Policy Research.
- Ceder, Avishai, 2007, Public Transit Planning and Operation-Theory, Modelling and Practice, Elsevier Ltd.
- TCRP Report 100 – Transit Capacity and Quality of Service Manual 2nd Edition, Kittelson & Associates, Inc., et al., Transit Cooperative Research Program, Transportation Research Board, Washington, D.C., 2003.
- TCRP Report 88 – A Guidebook for Developing Transit Performance-Measurement System, Kittelson & Associates, Inc., et al., Transit Cooperative Research Program, Transportation Research Board, Washington, D.C., 2003.
- TCRP Report 47 – A Handbook for Measuring Customer Satisfaction and Service Quality, Morpace International, Inc., et al., Transit Cooperative Research Program, Transportation Research Board, Washington, D.C., 1999.
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