Evaluation and comparison of public transportation types: kayseri case

Transportation has always been an important concept for people throughout world history in economic, political, social and military terms. The realization of the industrial revolution and the continued technological development of people caused the population of urban centers to increase. This study was carried out to compare and evaluate the service quality perceptions of passengers regarding buses and trams used in urban public transportation in Kayseri province. The research was conducted on a total of 531 passengers using buses and trams in March 2024. Passengers were administered a 20-question survey developed by the International Bus Benchmarking Group (IBBG) to measure the quality level of bus and tram services. A 20-question survey developed by the The data obtained were analyzed and interpreted using the SPSS 22.0 statistical program. In the evaluation of the data, descriptive statistics such as percentage, frequency, mean, standard deviation and independent groups t-test methods were used to compare the service quality of bus and tram users. As a result of the study; It is understood that general satisfaction with bus services in Kayseri is at a moderate level. Although participants expressed a generally positive view of bus services, there is a need for improvement, particularly in terms of their impact on workers and the environment. Regarding tram services, it was observed that participants reported a generally high level of satisfaction. The high level of general satisfaction indicates that service quality is perceived positively to a large extent. As a result, although the surveys show that satisfaction is generally at a moderate level in buses and high in trams, it is clear that studies should be carried out to increase passenger satisfaction in buses and trams in certain regions for participants who are undecided or have a negative opinion.