SERVICE QUALITY IN INTERCITY TERMINAL BUSINESS: CASE OF KOCAELI INTERCITY TERMINAL BUSINESS

The demand for transport services has increased day by day, depending on developments in the fields of education, population, urbanization and economic. The aim of this study is to examine the quality of services provided by Intercity Terminal Business and to reveal the dimensions of coming to the fore in service quality. In this research, to measure the quality of service, SERVPERF method that based on customer perceptions was used. The study population consists of the passengers who receiving service from Kocaeli Intercity Terminal Business. In this study, quantitative research method was used and research data was collected by questionnaire technique. Data was analyzed using SPSS 18 package program. As a result of analysis, participations have perceived the services as quality provided by Kocaeli Intercity Terminal Business. Also, physical conditioning and access to services are dimensions coming to the fore in terms of services quality in business. Furthermore, participants's perceptions related to quality of services has been differantiate according to their socio-demographic characteristics and there is a relationship between participants's perceptions related to quality of services and their trends to the business.