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Yüksek hızlı raylı sistemlerde memnuniyet için Quadrant analizini kullanan bir karar ağacı yaklaşımı

Year 2025, Volume: 31 Issue: 2, 267 - 275, 29.04.2025

Güzin Akyıldız Alçura , Sümeyye Şeyma Kuşakcı Gündoğar , Abdulsamet Saraçoğlu

Abstract

Memnuniyet, özellikle operatörler arasında rekabet varsa, bir toplu taşıma sistemi sağlayıcısı için önemli bir parametredir. Bu nedenle karar vericiler, sadece hizmetin karlılığı için değil, aynı zamanda sürdürülebilir ve çevre dostu ulaşım için de önemli olan yolcu memnuniyetini etkileyen faktörleri belirlemeye ve iyileştirmeye çalışmaktadır. Bu çalışmada, Türkiye'de Ankara ve Eskişehir illeri arasında Yüksek Hızlı Raylı Sistem kullanan 803 yolcudan aldıkları hizmete ilişkin beklenti ve algılarını derecelendirmeleri istenmiştir. Elde edilen veriler kullanılarak memnuniyeti etkileyen faktörleri tahmin etmek için bir metodoloji oluşturulmuştur. Analiz için, bağımlı ve bağımsız değişkenler arasında önceden tanımlanmış herhangi bir temel ilişki gerektirmeyen Sınıflandırma ve Regresyon Ağacı kullanılmıştır. Beklentileri ve algıları ayrı ayrı kullanmak yerine ikisini temsil edecek tek bir girdiyi belirlemek için Quadrant Analizi kullanılmıştır. Bu, beklentilerin ve algıların karşılaştırılmasını dahil etme şansını getirmiştir. Ayrıca, Etki Skoru tekniğinin belirleyici bileşeni olan "sorun yaşama oranı" modele girdi olarak dahil edilmiştir. Sonuç olarak, yolcuların memnuniyeti %88.79 doğruluk oranı ile tahmin edilmiş ve memnuniyeti etkileyen faktörler Hizmet Sunumu, Ücret Düzeyi ve Türü, Yolcu Bilgileri, Erişilebilirlik ve Güvenlik olarak belirlenmiştir.

Keywords

Toplu taşıma Hizmet kalitesi Karar ağaçları

References

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  • [2] Parasuraman A, Zeithaml VA, and Berry LL. "SERVQUAL: multiple ıtem scale for measuring consumer perceptions of service quality". Journal of Retailing 64(1), 12–40. 1988.
  • [3] Cronin JJ, Taylor SA. "Measuring service quality: a reexamination and extension". Journal of Marketing, 56(3), 55–68, 1992.
  • [4] Transportation Research Board. “A Handbook for Measuring Customer Satisfaction and Service Quality” Washington DC, USA, TCRP Report 47, 1999.
  • [5] Alpu O. "A methodology for evaluating satisfaction with high-speed train services: A case study in Turkey". Transport Policy, 44, 151–157, 2015.
  • [6] Tsafarakis S, Kokotas T, Pantouvakis A. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement". Journal of Air Transport Management, 68, 61-75, 2017.
  • [7] Wu JHC, Yu-Chiang L, Fu-Sung H. "An empirical analysis of synthesizing the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions in the transport industry a case of Taiwan highspeed rail". Innovative Marketing, 7(3), 83-100, 2011.
  • [8] Kuo CW, Tang ML. "Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high-speed rail services." Journal of Advanced Transportation, 47(5), 512-525, 2013.
  • [9] Chou PF, Lu CS, Chang YH. "Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan". Transportmetrica A: Transport Science, 10(10), 917-945, 2014.
  • [10] Chen ZS, Liu XL, Chin KS, Pedrycz W, Tsui KL, Skibniewski MJ. "Online-review analysis based large-scale group decision-making for determining passenger demands and evaluating passenger satisfaction: A case study of the highspeed rail system in China". Information Fusion, 69, 22-39, 2021.
  • [11] Zhen F, Cao X, Tang J. "The role of access and egress in passenger overall satisfaction with high-speed rail." Transportation, 46(6), 2137-2150, 2019.
  • [12] Zhen F, Cao J, Tang J. "Exploring correlates of passenger satisfaction and service improvement priorities of the shanghai-nanjing high-speed rail." Journal of Transport and Land Use, 11(1), 559-573, 2018.
  • [13] Yılmaz V, Erkan A. "The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model". Transportmetrica A: Transport Science, 13(1), 67-90, 2017.
  • [14] Safitri DM, Surjandari I. "Travel mode switching prediction using decision tree in jakarta greater area". International Conference on Information Technology Systems and Innovation (ICITSI), Bandung, Indonesia, 23-24 October 2017.
  • [15] Parasuraman A, Zeithaml VA, and Berry LL. “Conceptual model of service quality and ıts ımplications for future research”. The Journal of Marketing, 49(4), 41–50, 1985.
  • [16] Tsami M, Nathanail E. "Guidance provision for ıncreasing quality of service of public transport". Procedia Engineering, 178, 551-557, 2017.
  • [17] Tsami M, Adamos G, Nathanail E, Budilovich E, Yatskiv I, and Magginas V. "A decision tree approach for achieving high customer satisfaction at urban ınterchanges". Transport and Telecommunication, 19(3), 194-202, 2018.
  • [18] De Oña R, De Oña J. "Analyzing transit service quality evolution using decision trees and gender segmentation". WIT Transactions on The Built Environment, 130, 611-621, 2013.
  • [19] Turkish Railway Journal and Review, “High Speed Trains”. https://railturkey.org/travel/trains/hst/ (28.03.2022).
  • [20] LaBarbera PA, Mazursky DA. "Longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process". Journal of Marketing Research, 20(4), 393-404, 1983.
  • [21] Kotler P, Keller KL. Marketing Management, England, Global Edition, Pearson Education Limited, 2000.
  • [22] Cyr D, Hassanein K, Head M, Ivanov A. "The role of social presence in establishing loyalty in e-service environments". Interacting with Computers, 19(1), 43-56, 2007.
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  • [24] Keller KL. "Conceptualizing, measuring, managing customer-based brand equity". Journal of Marketing 57(1), 1-22, 1993.
  • [25] Akkaya E. “Marka imajı ve bileşenleri: otomobil sektöründe bir uygulama”. 4. Ulusal Pazarlama Kongresi, Antakya, Türkiye, 18-20 Kasım 1999.
  • [26] Zaichkowsky JL. "Measuring the ınvolvement construct". Journal of Consumer Research, 12(3), 341-52, 1985.
  • [27] Moorman C, Zaltman G, Deshpande R. "Relationships between providers and users of market research: the dynamics of trust within and between organizations". Journal of Marketing, 29(3), 314-328, 1992.
  • [28] De Oña J, De Oña R, and Calvo FJ. "A classification tree approach to identify key factors of transit service quality". Expert Systems with Applications, 39 (12), 11164–11171, 2012.
  • [29] Han J, Kamber M, Pei J. Data Mining Concepts and Techniques, 3rd ed. Massachusetts, USA, Morgan Kaufmann, 2012.
  • [30] Saracoglu A, Ozen H. "Estimation of traffic ıncident duration: a comparative study of decision tree models". Arabian Journal of Science and Engineering, 45(10), 8099-8110, 2020.
  • [31] De Oña J, De Oña R, Eboli L, Mazzulla G. "Heterogeneity in perceptions of service quality among groups of railway passengers". International Journal of Sustainable Transportation, 9(8), 612-626, 2014.
  • [32] De Oña R, Eboli L, Mazzulla G. "Key factors affecting rail service quality in northern Italy: A Decision Tree Approach." Transport, 29(1), 75-83, 2014.
  • [33] Liou JJ, Tang HC, Yeh W, Tsai C. "A decision rules approach for improvement of airport service quality". Expert Systems with Applications, 38(11), 13723-13730, 2011.
  • [34] De Oña J, De Oña R. "Quality in public transport services for promoting a sustainable mobility: A case study." Carreteras, 4(191), 81-90, 2013.
  • [35] Iacobucci D, Grayson KA, Omstrom AL. “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”, Advances in Services Marketing and Management, 3, 1-68, 1994.
  • [36] Üvenç G, Kulluk S. “Toplu taşımada hizmet kalitesi yönetimi uygulaması: Hizmet kalitesinde performans ölçüm sisteminin tanımlanması”. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi, 26(4), 734-748, 2020.

A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems

Year 2025, Volume: 31 Issue: 2, 267 - 275, 29.04.2025

Güzin Akyıldız Alçura , Sümeyye Şeyma Kuşakcı Gündoğar , Abdulsamet Saraçoğlu

Abstract

Satisfaction is an essential parameter for a public transport service provider, mainly if providers compete. For this reason, decision-makers try to identify and improve the factors affecting passenger satisfaction, which is important not only for the profitability of the service but also for sustainable and environmentally friendly transportation. In this study, 803 passengers were asked to rate their expectations and perceptions about the High-Speed Rail Systems they experienced between Ankara and Eskişehir in Turkey. By using the obtained data, a methodology was established to predict factors affecting satisfaction. The Classification and Regression Tree was used for the analysis, which does not require any predefined baseline relationship between dependent and independent variables. The quadrant analysis is utilized to determine a single input to represent expectations and perceptions instead of using them separately, which allows the comparison of expectations and perceptions. Also, the "problem experiencing rate," the decisive component of the Impact Score technique, is included in the model as an input. As a result, passengers' satisfaction is estimated with an accuracy rate of 88.79%, and the factors affecting satisfaction were determined as Service Delivery, Fare Level and Type, Passenger Information, Accessibility, and Security.

Keywords

Public transportation Service quality Decision trees

References

  • [1] De Oña J, De Oña R. "Quality of service in public transport based on customer satisfaction surveys: a review and assessment of methodological approaches". Transportation Science, 49 (3), 433-719, 2015.
  • [2] Parasuraman A, Zeithaml VA, and Berry LL. "SERVQUAL: multiple ıtem scale for measuring consumer perceptions of service quality". Journal of Retailing 64(1), 12–40. 1988.
  • [3] Cronin JJ, Taylor SA. "Measuring service quality: a reexamination and extension". Journal of Marketing, 56(3), 55–68, 1992.
  • [4] Transportation Research Board. “A Handbook for Measuring Customer Satisfaction and Service Quality” Washington DC, USA, TCRP Report 47, 1999.
  • [5] Alpu O. "A methodology for evaluating satisfaction with high-speed train services: A case study in Turkey". Transport Policy, 44, 151–157, 2015.
  • [6] Tsafarakis S, Kokotas T, Pantouvakis A. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement". Journal of Air Transport Management, 68, 61-75, 2017.
  • [7] Wu JHC, Yu-Chiang L, Fu-Sung H. "An empirical analysis of synthesizing the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions in the transport industry a case of Taiwan highspeed rail". Innovative Marketing, 7(3), 83-100, 2011.
  • [8] Kuo CW, Tang ML. "Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high-speed rail services." Journal of Advanced Transportation, 47(5), 512-525, 2013.
  • [9] Chou PF, Lu CS, Chang YH. "Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan". Transportmetrica A: Transport Science, 10(10), 917-945, 2014.
  • [10] Chen ZS, Liu XL, Chin KS, Pedrycz W, Tsui KL, Skibniewski MJ. "Online-review analysis based large-scale group decision-making for determining passenger demands and evaluating passenger satisfaction: A case study of the highspeed rail system in China". Information Fusion, 69, 22-39, 2021.
  • [11] Zhen F, Cao X, Tang J. "The role of access and egress in passenger overall satisfaction with high-speed rail." Transportation, 46(6), 2137-2150, 2019.
  • [12] Zhen F, Cao J, Tang J. "Exploring correlates of passenger satisfaction and service improvement priorities of the shanghai-nanjing high-speed rail." Journal of Transport and Land Use, 11(1), 559-573, 2018.
  • [13] Yılmaz V, Erkan A. "The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model". Transportmetrica A: Transport Science, 13(1), 67-90, 2017.
  • [14] Safitri DM, Surjandari I. "Travel mode switching prediction using decision tree in jakarta greater area". International Conference on Information Technology Systems and Innovation (ICITSI), Bandung, Indonesia, 23-24 October 2017.
  • [15] Parasuraman A, Zeithaml VA, and Berry LL. “Conceptual model of service quality and ıts ımplications for future research”. The Journal of Marketing, 49(4), 41–50, 1985.
  • [16] Tsami M, Nathanail E. "Guidance provision for ıncreasing quality of service of public transport". Procedia Engineering, 178, 551-557, 2017.
  • [17] Tsami M, Adamos G, Nathanail E, Budilovich E, Yatskiv I, and Magginas V. "A decision tree approach for achieving high customer satisfaction at urban ınterchanges". Transport and Telecommunication, 19(3), 194-202, 2018.
  • [18] De Oña R, De Oña J. "Analyzing transit service quality evolution using decision trees and gender segmentation". WIT Transactions on The Built Environment, 130, 611-621, 2013.
  • [19] Turkish Railway Journal and Review, “High Speed Trains”. https://railturkey.org/travel/trains/hst/ (28.03.2022).
  • [20] LaBarbera PA, Mazursky DA. "Longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process". Journal of Marketing Research, 20(4), 393-404, 1983.
  • [21] Kotler P, Keller KL. Marketing Management, England, Global Edition, Pearson Education Limited, 2000.
  • [22] Cyr D, Hassanein K, Head M, Ivanov A. "The role of social presence in establishing loyalty in e-service environments". Interacting with Computers, 19(1), 43-56, 2007.
  • [23] Hellier PK, Geursen GM, Carr RA, Rickard A. "Customer repurchase ıntention: a general structural equation model". European Journal of Marketing, 37(11), 17621800, 2003.
  • [24] Keller KL. "Conceptualizing, measuring, managing customer-based brand equity". Journal of Marketing 57(1), 1-22, 1993.
  • [25] Akkaya E. “Marka imajı ve bileşenleri: otomobil sektöründe bir uygulama”. 4. Ulusal Pazarlama Kongresi, Antakya, Türkiye, 18-20 Kasım 1999.
  • [26] Zaichkowsky JL. "Measuring the ınvolvement construct". Journal of Consumer Research, 12(3), 341-52, 1985.
  • [27] Moorman C, Zaltman G, Deshpande R. "Relationships between providers and users of market research: the dynamics of trust within and between organizations". Journal of Marketing, 29(3), 314-328, 1992.
  • [28] De Oña J, De Oña R, and Calvo FJ. "A classification tree approach to identify key factors of transit service quality". Expert Systems with Applications, 39 (12), 11164–11171, 2012.
  • [29] Han J, Kamber M, Pei J. Data Mining Concepts and Techniques, 3rd ed. Massachusetts, USA, Morgan Kaufmann, 2012.
  • [30] Saracoglu A, Ozen H. "Estimation of traffic ıncident duration: a comparative study of decision tree models". Arabian Journal of Science and Engineering, 45(10), 8099-8110, 2020.
  • [31] De Oña J, De Oña R, Eboli L, Mazzulla G. "Heterogeneity in perceptions of service quality among groups of railway passengers". International Journal of Sustainable Transportation, 9(8), 612-626, 2014.
  • [32] De Oña R, Eboli L, Mazzulla G. "Key factors affecting rail service quality in northern Italy: A Decision Tree Approach." Transport, 29(1), 75-83, 2014.
  • [33] Liou JJ, Tang HC, Yeh W, Tsai C. "A decision rules approach for improvement of airport service quality". Expert Systems with Applications, 38(11), 13723-13730, 2011.
  • [34] De Oña J, De Oña R. "Quality in public transport services for promoting a sustainable mobility: A case study." Carreteras, 4(191), 81-90, 2013.
  • [35] Iacobucci D, Grayson KA, Omstrom AL. “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”, Advances in Services Marketing and Management, 3, 1-68, 1994.
  • [36] Üvenç G, Kulluk S. “Toplu taşımada hizmet kalitesi yönetimi uygulaması: Hizmet kalitesinde performans ölçüm sisteminin tanımlanması”. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi, 26(4), 734-748, 2020.
There are 36 citations in total.

Details

Primary Language English
Subjects Civil Engineering (Other)
Journal Section Research Article
Authors

Güzin Akyıldız Alçura

Sümeyye Şeyma Kuşakcı Gündoğar

Abdulsamet Saraçoğlu

Publication Date April 29, 2025
Submission Date December 19, 2023
Acceptance Date May 20, 2024
Published in Issue Year 2025 Volume: 31 Issue: 2

Cite

APA Akyıldız Alçura, G., Kuşakcı Gündoğar, S. Ş., & Saraçoğlu, A. (2025). A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi, 31(2), 267-275.
AMA Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Saraçoğlu A. A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi. April 2025;31(2):267-275.
Chicago Akyıldız Alçura, Güzin, Sümeyye Şeyma Kuşakcı Gündoğar, and Abdulsamet Saraçoğlu. “A Decision Tree Approach Utilizing Quadrant Analysis for Satisfaction in High-Speed Rail Systems”. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi 31, no. 2 (April 2025): 267-75.
EndNote Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Saraçoğlu A (April 1, 2025) A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi 31 2 267–275.
IEEE G. Akyıldız Alçura, S. Ş. Kuşakcı Gündoğar, and A. Saraçoğlu, “A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems”, Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi, vol. 31, no. 2, pp. 267–275, 2025.
ISNAD Akyıldız Alçura, Güzin et al. “A Decision Tree Approach Utilizing Quadrant Analysis for Satisfaction in High-Speed Rail Systems”. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi 31/2 (April 2025), 267-275.
JAMA Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Saraçoğlu A. A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi. 2025;31:267–275.
MLA Akyıldız Alçura, Güzin et al. “A Decision Tree Approach Utilizing Quadrant Analysis for Satisfaction in High-Speed Rail Systems”. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi, vol. 31, no. 2, 2025, pp. 267-75.
Vancouver Akyıldız Alçura G, Kuşakcı Gündoğar SŞ, Saraçoğlu A. A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems. Pamukkale Üniversitesi Mühendislik Bilimleri Dergisi. 2025;31(2):267-75.





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