Comparison of Perceptions of Service Quality in Transport Systems within the Context of Users of Istanbul City's Metro and Metrobus Public Transportation Systems

The quality of service is defined as the degree of conformity of the service offered for the intended purpose. The SERVQUAL Model, which has been developed on the basis of the difficulty in definition and performance measurement of the quality of service, is the most frequently used model for service quality measurement. This study aims to measure the users' perceptions of service quality of metro and metrobus, which are among the most frequently used transportation systems in Istanbul, and to investigate differences in service quality perceptions in terms of the demographic characteristics of the participants (age, gender, income level, education status, employment status, marital status), intended use of the these transportation systems and the type of tickets used. Within the scope of the research, service quality perceptions of metro and metrobus users were analyzed using the SERVQUAL scale adapted to transportation services, and the results were evaluated in this regard