Customer satisfaction in passenger shipping in maritime transportation management: A case study of Yalova-iIstanbul line

Nowadays, sea transport rapidly gained importance, the development of countries and globally to have a voice to be needed to develop the maritime sector of the fundamental issues by examining the concept of customer satisfaction is emphasized and satisfaction factor analysis was conducted . Passenger transport in Turkey and the Turkish economy contributing to the increasingly growing industry. Turkey an important part of the maritime transport of passengers , constitute domestic maritime passenger transport . Nowadays, the importance of the concepts of time and quality at a time, the number of passengers carried and transport rate effect is even ship type . It also provides passenger transport services in the presence of competitive marine business customers ( passengers ) requires the provision of satisfaction . This study Yalova- Istanbul sea line passenger transport enterprises engaged the services offered by the customers with employment status, education level , frequency of use , such as passenger factors and relationships , customer satisfaction, affecting the services of the factors of the degree of satisfaction and service factors and satisfaction affect the level of research aims . Marine business services offered by factors affecting customer satisfaction , if there is a negative critical factors that give rise to dissatisfaction . For this purpose, any sea in Yalova- Istanbul line from the sea for passengers using demographic information , passenger survey has been created that contains factors and service factors . The survey, in the center of Yalova , Pear , Çınarcık and one in the District of Altınova a passenger (n = 711 ) were applied and answers are collected. From the survey results emerging information based on customer satisfaction, the most affecting service factors primarily fares , including on the ship and the passenger lounge of services in price and quality, the new provision of facilities and life safety factors. Also the sea has to offer businesses and adequacy of physical facilities and personnel capacity limited impact on customer satisfaction that has been concluded .