Impact Score Technique for Analyzing the Service Quality of a High-Speed Rail System

Abstract

This paper presents the results of a survey conducted to measure the service quality of the high-speed railway system (HSRS) that operates between two cities in Turkey. The analysis had its basis in the impact score technique. The survey was prepared to ask users for satisfaction ratings of 61 attributes, which were constructed for the seven dimensions of service quality for public transportation systems: passenger information, fare level and type, accessibility, station environment, vehicle environment, service delivery, and security. Through analysis of the results, the most problematic areas of the service provided by the HSRS were determined. According to the model results, the operator of the system should provide enhancements especially in the seat design of the vehicles and also regarding the time and the frequency of the service provided.