Service quality and customer satisfaction of the value effect of services: Transportation railway road and an application

ABSTRACT SERVICE QUALITY AND CUSTOMER SATISFACTION OF THE VALUE EFFECT OF SERVICES: TRANSPORTATION RAILWAY ROAD AND AN APPLICATION BAYRAKTAR, Uğur Master Thesis, Department of Business Administration Thesis Advisor: Asst. Assoc. Dr. Cemalettin DEMİRELİ August, 2014, 166 pages Customers today's business life are the most important actors affecting the future of business. Customers to be satisfied and happy with the separation of business on the basis of the quality and value of services provided to customers to be lies. Business plans and profitability analysis about the future of such an important state in the area of customer satisfaction should be examined scientifically and what are the factors affecting customer satisfaction should be determined in detail. Customer satisfaction, service quality and service value affecting, customers always receive the best service and aims to be satisfied with the services they receive. Service quality and service value is an important concept for all sectors. In the transport sector the company operates road and rail works well because of the quality of service and customer-oriented service, value must always keep in the forefront. In the transport sector, service quality and service value business impact on customer satisfaction and identify factors that influence the provision of services more efficient and more happy customers are the key to the role. With this research service carriers 'customers' perceived service quality and service value to measure factors were studied. The application also has an important place among the service businesses in the transportation sector enterprises in the road and rail transport was conducted on customers who travel. The research findings of the services offered by the company showed that the perception by customers of the business in the context of increasing competition in the business policy and practice about what to do is also indicative. Key Words: Railway, Road, Service Quality, Service Value, Customer Satisfaction