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Identifying Key Factors Of Rail Transit Service Quality: An Empirical Analysis For Istanbul, Erkan Isikli, Nezir Aydin, Erkan Celik, Alev Taskin Gumus
Identifying Key Factors Of Rail Transit Service Quality: An Empirical Analysis For Istanbul, Erkan Isikli, Nezir Aydin, Erkan Celik, Alev Taskin Gumus
Journal of Public Transportation
Providing a high quality of service in public transportation is essential to reduce dissatisfactions stemming from traffic congestion and noise. Public transport providers need to find ways to dilute the effects of immoderate use of private cars in big cities while maintaining a sufficient level of customer satisfaction. This study aimed to identify the key service quality (SQ) factors that drive passenger satisfaction in Istanbul’s rail transit (RT) system using data obtained from an extensive survey conducted by the Istanbul Public Transportation Co. A total of 11,116 passengers who used rail transport from May 15–June 3, 2012, and June 17–July …