A case study on quality on service sector and measurement of customers service quality in inter-city terminal management of ankara province

The necessity on taking a break at the terminals during the travelling by buses enhances of coach terminals importance. Terminals are the place to subsidize requirements of the travelers , which are the organisations covering the snack and cheering.As other organisations placing within service factors, the coach terminals are also commercial enterprice taking service quality and care into consider, are the most important item in competition. producing and rendering the quality convert of service possible in the firms are the important factors. Employers dealing with the customers and travellers in the service sector have significant role in quality. Quality is required to be measurable in order to understand by anticipated results of the studies carried out in production with quality accounted for a key becoming precursor. It is more difficult measuring of service quality due to being abstract, inseparability, heterogenity and perishability in ascribing and scaling of the intangible goods quality by the organisations. By the present study, the perception criterias of service quality were measured using on AŞTİ customers.The aim of the study is; assessing the customers? perceptions of the service quality using AŞTİ. Furthermore, whether it shows difference in the presence on customers? perceptions on service quality according to their demographical qualifications will be examined. Customers visiting AŞTİ are the main component of this study. Questionnaire technique was used to compile data. Four hundred four questionnaires were turned to customers. Obtained data were stastically analysed using SPSS 15.00, frequency distributions, ANOVA and ?t?test, factor were analyzed, Tukey test were done for the data evaluation.`Confidence and Willingness?, `Physical properties?, `Proficiency? , `Accessability?, the service quality in view of perspect of customers arriving AŞTİ, have been asssesed to be promised factors. The choice of custormer on highway results from low price and confidence. Significant differences are present within the factors affecting variants and service quality according to differences in view of sex and age groups.Keywords: Service, Service Quality, SERVPERF, Transport Sector, Terminals