Analyzing the Service Quality of a Fast Ferry Company by Using Servqual Scores: A Case Study in Turkey
Asst. Prof.Burcu ADIGÜZEL MERCANGÖZ, Prof. Mahmut PAKSOY, Asst. Prof. Ali Özgür KARAGÜLLE

Abstract
According to the developments in the transportation industry, quality concept has become significant. In this paper, we analyzed the service quality of a ferry company in Turkey. We also analyzed the differences between the expectations and perceptions of its passengers. The data has been taken from the passengers of the company during their trip. The questionnaire consists of questions that ask the passengers about their demographics and information about their trip. Also there is a part in the questionnaire that is about their expectations and evaluation of the company’s service quality. This study aimed to provide the company to evaluate its service quality according to their passengers.

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