Ulaştırma ve Lojistik Kongreleri

Customer Perceptions of Bus Companies’ Service Quality

Tevfik Şükrü Yapraklı
Prof. Dr., Atatürk Üniversitesi, Erzurum, Türkiye

Abdullah Tüzemen
Arş. Gör., Atatürk Üniversitesi, Erzurum, Türkiye

Although logistics has lots of activities such as customer service, demand forecasting, materials handling, procurement etc. Transportation makes up the most important part of logistics. That’s why in this study passenger transportation has been examined through evaluating customer perceptions of bus companies’ service quality. A questionnaire has been conducted to 400 students who are studying currently at Ataturk University and SPSS packet program has been utilized in order to assess their perceptions of bus companies’ service quality. According to findings of the study there is not a significant difference statistically between genders, ages and education levels with regard to perceptions of students of bus companies.

Keywords: Logistics, Service Quality, Customer Perceptions