A SEGMENTATION BASED ANALYSIS FOR MEASURING CUSTOMER SATISFACTION IN MARITIME TRANSPORTATION

Basit Öğe Kaydı
dc.WoS.categoriesTransportation Science & Technologyen_US
dc.authorid0000-0003-2230-5430en_US
dc.contributor.authorEkinci, Yeliz
dc.contributor.authorUray, Nimet
dc.contributor.authorUluengin, Füsun
dc.contributor.authorDuran, Cem
dc.date.accessioned2020-12-14T09:05:28Z
dc.date.available2020-12-14T09:05:28Z
dc.date.issued2018
dc.description.abstractThis study was conducted to profile customers according to the level of satisfaction with the service attributes of maritime public transport provided by Seabus Service Company (SSC), the sole provider of maritime transport in Istanbul. Such analysis needs to be conducted by considering market segments in terms of maritime transportation usage and post purchase behavior. This was accomplished by conducting quantitative research through face-to-face surveys of SSC passengers. According to the results by multivariate data analysis, including factor analysis and cluster analysis, six segments are revealed in terms of customer satisfaction level with the maritime service attributes. Moreover, there are significant differences among the segments in terms of usage frequency (travel frequency in this study), age and education level. Different strategies for different customer segments within the maritime passenger market to increase customer usage and satisfaction of maritime transportation in Istanbul are suggested from the findings. Thus, this paper provides guidelines for the Turkish Maritime Authorities as to how to expand maritime transportation usage in Istanbul, which is not only the largest city and the most crucial trade center of Turkey but also has the highest share of passenger maritime transportation in the country.en_US
dc.fullTextLevelFull Texten_US
dc.identifier.doi10.3846/16484142.2015.1079800en_US
dc.identifier.issn1648-3480
dc.identifier.issn1648-4142
dc.identifier.scopus2-s2.0-84945218300en_US
dc.identifier.urihttps://hdl.handle.net/11411/2835
dc.identifier.urihttps://doi.org/10.3846/16484142.2015.1079800
dc.identifier.wosWOS:000428175300010en_US
dc.identifier.wosqualityQ4en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.issue1en_US
dc.language.isoenen_US
dc.nationalInternationalen_US
dc.numberofauthors4en_US
dc.pages104-118en_US
dc.publisherVILNIUS GEDIMINAS TECH UNIV,en_US
dc.relation.ispartofTRANSPORTen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectmass passenger public transporten_US
dc.subjectstatistical analysisen_US
dc.subjectsocio-economic characteristicsen_US
dc.subjectpassenger transportationen_US
dc.subjectcustomer satisfactionen_US
dc.titleA SEGMENTATION BASED ANALYSIS FOR MEASURING CUSTOMER SATISFACTION IN MARITIME TRANSPORTATIONen_US
dc.typeArticleen_US
dc.volume33en_US

Dosyalar

Orijinal paket
Listeleniyor 1 - 1 / 1
Küçük Resim
İsim:
2018WosEkinci.pdf
Boyut:
299.81 KB
Biçim:
Adobe Portable Document Format
Açıklama:
İndir
Lisans paketi
Listeleniyor 1 - 1 / 1
Küçük Resim Yok
İsim:
license.txt
Boyut:
1.71 KB
Biçim:
Item-specific license agreed upon to submission
Açıklama:
İndir

Koleksiyon

Faculty of Business
Scopus Indexed Publications
Web of Science Indexed Publications