Araştırma Makalesi
BibTex RIS Kaynak Göster

Determinants of passenger loyalty for high speed rail system in Turkey

Yıl 2021, Cilt: 23 Sayı: 2, 760 - 781, 04.07.2021
https://doi.org/10.25092/baunfbed.891250

Öz

Satisfaction and loyalty of passengers is important for a public transportation system provider especially if a competition exists between service providers. The factors affecting passenger satisfaction and loyalty must be determined by managers, operators, and decision makers. In this study, 900 passengers using High Speed Rail System between two cities (Ankara and Eskişehir) in Turkey were asked to rate their perceptions about the service they get. Their ratings are analyzed in terms of effects of factors on satisfaction and loyalty. The factors taken into consideration are service quality dimensions (which have ten sub-criteria), trust, perceived value, involvement, image, satisfaction and loyalty. Structural equation modeling is used to examine the direct and indirect relationships between these factors. Image is found effective on almost all factors analyzed: Perceived value, Trust, Satisfaction, Involvement and Loyalty. According to results, two important dimensions of service quality among ten dimensions came forward as most effective on satisfaction: Reliability and Interaction quality of personnel, which is found effective also on trust, satisfaction and involvement. On loyalty, the effective factors are found as perceived value, involvement, satisfaction and image.

Destekleyen Kurum

Scientific and Technical Research Council of Turkey (TÜBİTAK)

Proje Numarası

114K093

Kaynakça

  • Carlson, E. D., Giuliano, G. and R. E. Skinner, Transit Cooperative Research Program, TCRP Report 8: A Guidebook for Developing Transit Performance-Measurement System. Kittelson and Associates Inc., Transportation Research Board, Washington. D.C, (2003).
  • Harris, L. C., and M. M. Goode, The four levels of loyalty and the pivotal role of trust: a study of online service dynamics, Journal of Retailing, 80(2), 139-158, (2004).
  • Park, J. W., Robertson, R., and C. L. Wu, The effect of airline service quality on passengers’ behavioural intentions: a Korean case study, Journal of Air Transport Management, 10(6), 435-439, (2004).
  • Ball, D., Simões Coelho, P., and A. Machás, The role of communication and trust in explaining customer loyalty: An extension to the ECSI model, European Journal of Marketing, 38(9/10), 1272-1293, (2004).
  • Bennett, R., Härtel, C. E., and J. R. McColl-Kennedy, Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R, Industrial Marketing Management, 34(1), 97-107, (2005).
  • Hsu, S. H., Chen, W. H., and J. T. Hsueh, Application of customer satisfaction study to derive customer knowledge, Total Quality Management and Business Excellence, 17(04), 439-454, (2006).
  • Olsen, S. O, Repurchase loyalty: The role of involvement and satisfaction, Psychology & Marketing, 24(4), 315-341, (2007).
  • Chou, J. and C. Kim, A Structural Equation Analysis of the QSL Relationship with Passenger Riding Experience on High-Speed Rail: An Empirical Study of Taiwan and Korea, Expert Systems with Applications, 36(3): 6945-6955, (2009).
  • Gölbaşı Şimşek G. and F. Noyan, Türkiye'de Cep Telefonu Cihazı Pazarında Marka Sadakati İçin Bir Model Denemesi, ODTÜ Gelişme Dergisi, 36: 121-159, (2009).
  • Lai, W. T. and C. F. Chen, Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement, Transport Policy, 18(2), 318-325, (2011).
  • Chiou, Y. C., and Y. H. Chen, Service quality effects on air passenger intentions: a service chain perspective, Transportmetrica, 8(6): 406-426, (2012).
  • Chou, P. F., Lu, C. S. and Y.H. Chang, Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan, Transportmetrica , A: Transport Science, 10(10), 917-945. 2014.
  • Feng, Y., Li, Xuamei, Li, Xuewei and L. Yang, Interrelations among the Urban Rail Service Quality, Passenger Satisfaction and Loyalty, Paper presented at the Transportation Research Board 98th Annual Meeting, Washington, DC, (2015).
  • Shen, W., Xiao, W., and X. Wang, Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares, Transport Policy, 46, 20-31, (2016).
  • Van Lierop, D., and A. El-Geneidy, Enjoying loyalty: The relationship between service quality, customer satisfaction and behavioral intentions in public transit, Research in Transportation Economics, 59, 50-59, (2016).
  • Yılmaz V. and E. Arı, The Effects of Service Quality, Image and Customer Satisfaction on Customer Complaints and Loyalty in High-Speed Rail Service in Turkey: A Proposal of The Structural Equation Model, Transportmetrica, A: Transport Science, 13(1): 67-90, (2017).
  • LaBarbera, P. A. and D. A. Mazursky, Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process, Journal of Marketing Research, 20(4): 393-404, (1983).
  • Kotler, P. and K. L. Keller. Marketing Management. N., Beta Publishing, Istanbul, (2000).
  • Özgüven, N, Hizmet Pazarlamasında Müşteri Memnuniyeti ve Ulaştırma Sektörü Üzerinde Bir Uygulama, Ege Academic Review, 8(2): 652-682, (2008).
  • Sarı, Y., Kılıçlar, A. and C. Seçilmiş, Yüksek Hızlı Tren (YHT) Yolcularının Kişisel Değişkenler Açısından Memnuniyet Algılamalarının Değerlendirilmesi, Anatolia: Turizm Araştırmaları Dergisi, 22(2): 127-138, (2011).
  • Cyr, D., Hassanein, K., Head, M. and A. Ivanov, The Role of Social Presence in Establishing Loyalty in E-service Environments, Interacting with Computers 19(1): 43-56, (2007).
  • Zeithaml, V.A., Berry, L.L. and A. Parasuraman, The Behavioral Consequences of Service Quality, Journal of Marketing, 60(2): 31-46, (1996).
  • Oyman, M, Müşteri Sadakati Sağlamada Sadakat Programlarının Önemi, Kurgu Dergisi, 19, (2002).
  • Karadeniz, M. and N. M. Ünver, Şehir İçi Denizyolu Ulaşımında Müşterilerin Hizmet Algısı ve Memnuniyeti: Bir Uygulama, Marmara Üniversitesi Öneri Dergisi 42: 43-68, (2014).
  • Grönroos C, A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18 (4): 36-44, (1984).
  • Delgado-Ballester, E. and J. L. Munuera-Aleman, Brand Trust in the Context of Consumer Loyalty, European Journal of Marketing, 35(11): 1238-1258, (2001).
  • Morgan, R. M., and S. D. Hunt, The Commitment Trust Theory of Relationship Marketing, Journal of Marketing, 58(2): 20–38, (1994).
  • Mikulic, J., Seric, M., and L. Matas Milkovic, Airline loyalty determinants among business travelers: empirical evidence from Croatia, Transportation Letters, 9(3), 177-183, (2017).
  • Hellier, P. K., Geursen, G. M., Carr, R. A. and A. Rickard, Customer Repurchase Intention: A General Structural Equation Model, European Journal of Marketing, 37(11): 1762-1800, (2003).
  • Hapsari, R., Clemes, M., and D. Dean, The mediating role of perceived value on the relationship between service quality and customer satisfaction: evidence from Indonesian airline passengers, Procedia Economics and Finance, 35, 388-395, (2016).
  • Zaichkowsky, J. L. Measuring the Involvement Construct, Journal of Consumer Research, 12(3): 341-52, (1985).
  • Martin, C., L, Relationship Marketing: a High-Involvement Product Attribute Approach, Journal of Product & Brand Management 7(1): 6-26, (1998).
  • Keller, K. L Conceptualizing, Measuring, Managing Customer-Based Brand Equity, Journal of Marketing 57(1), 1-22, (1993).
  • Akkaya, E, Marka İmajı ve Bileşenleri: Otomobil Sektöründe Bir Uygulama, Paper presented at the 4. Ulusal Pazarlama Kongresi, 21. Yüzyıl Eşiğinde Ulusal Pazarlama, Antakya, Türkiye, 101-111, (1999).
  • Aydin, S., and G. Özer The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market, European Journal of marketing, 39(7-8), 910-925 (2005).
  • TCDD (Turkish State Railways). 2015. Yüksek Hızlı Tren Projeleri - Ankara-İstanbul Hızlı Tren Hattı. http://www.tcdd.gov.tr/ankara-istanbul+m272. Accessed: November 17th 2015.
  • Sirohi, N., McLaughlin E.W., Wittink D.R, A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer, Journal of Retailing, 74: 223-245, (1998).
  • Kırbaş, U., The Preferability of Light Rail Transit Systems between Transportation Modes: Samsun Case, Conference: 1. International Conference on Intelligent Transportation Systems - BANU ITSC’20 (2018).
  • Shackelford, W., Wacks, M. and R. E. Skinner, Transit Cooperative Research Program. TCRP Report 47. A Handbook for Measuring Customer Satisfaction and Service Quality. Morpace International, Inc., et al., Transportation Research Board, Washington, D.C., (1999).
  • Akyıldız Alçura, G., Kuşakcı Gündoğar, Ş., Gölbaşı Şimşek, G., Gürsoy, M. and Tanrıverdi, S. C., Impact Score Technique for Analyzing the Service Quality of a High-Speed Rail System, Transportation Research Record: Journal of the Transportation Research Board 2541: 64-72, (2016).
  • Gölbaşi Şimşek G., F. Noyan Tekeli. Understanding the Antecedents of Customer Loyalty by Applying Structural Equation Modeling, Handbook of Research on Developing Sustainable Value in Economics, Finance, and Marketing, IGI Global, Hershey, PA, pp.420-445, (2015).
  • Irtema, H. I. M., Ismail, A., Borhan, M. N., Abdelsalam, H. M., Alshetwi, A. B., Albrka, S. I., and H. A. Yahia, Perceptions Passengers on Service Quality: Public Transport in Kuala Lumpur, International Journal of Engineering & Technology, 7(2.29), 865-870, (2018).
  • Hair, J.F., Anderson, R.E., Tahtam, R.L. and W.C. Black, Multivariate Data Analysis, Prentice Hall, New Jersey, USA.1998.
  • Anderson, J. C. and D. W. Gerbing, Structural Equation Modeling in Practice: A Review and Recommended Two Step Approach, Psychological Bulletin, 103(3), 411-423, (1988).
  • Bagozzi, R. P., & Yi, Y, On the Evaluation of Structural Equation Models, Journal of the Academy of Marketing Science, 16(1), 74-94, (1988).

Türkiyedeki yüksek hızlı tren sisteminde yolcu sadakatinin belirleyicileri

Yıl 2021, Cilt: 23 Sayı: 2, 760 - 781, 04.07.2021
https://doi.org/10.25092/baunfbed.891250

Öz

Yolcuların memnuniyeti ve sadakati, bir toplu taşıma sistemi sağlayıcısı için, özellikle hizmet sağlayıcılar arasında bir rekabet varsa önemlidir. Yolcu memnuniyetini ve sadakatini etkileyen faktörler yöneticiler, operatörler ve karar vericiler tarafından belirlenmelidir. Bu çalışmada, Türkiye'de iki şehir (Ankara ve Eskişehir) arasında Yüksek Hızlı Raylı Sistem kullanan 900 yolcudan aldıkları hizmetle ilgili algılarını derecelendirmeleri istenmiş, faktörlerin memnuniyet ve sadakat üzerindeki etkileri açısından derecelendirmeleri incelenmiştir. Dikkate alınan faktörler; alt kriterleriyle birlikte hizmet kalitesi boyutları, güven, algılanan değer, katılım, imaj, memnuniyet ve sadakattir. Bu faktörler arasındaki doğrudan ve dolaylı ilişkileri incelemek için Yapısal Eşitlik Modeli kullanılmıştır. İmaj, analiz edilen hemen hemen tüm faktörlerde (algılanan değer, güven, memnuniyet, katılım ve sadakat) etkili bulunmuştur. Sonuçlara göre, memnuniyet üzerinde hizmet kalitesinin iki önemli boyutu öne çıkmıştır: Personelin Etkileşim Kalitesi ve Güvenilirlik. Bu iki kriter aynı zamanda güven, memnuniyet ve katılım üzerinde de etkili bulunmuştur. Sadakat üzerinde etkili faktörler, algılanan değer, katılım, memnuniyet ve imaj olarak bulunmuştur.

Proje Numarası

114K093

Kaynakça

  • Carlson, E. D., Giuliano, G. and R. E. Skinner, Transit Cooperative Research Program, TCRP Report 8: A Guidebook for Developing Transit Performance-Measurement System. Kittelson and Associates Inc., Transportation Research Board, Washington. D.C, (2003).
  • Harris, L. C., and M. M. Goode, The four levels of loyalty and the pivotal role of trust: a study of online service dynamics, Journal of Retailing, 80(2), 139-158, (2004).
  • Park, J. W., Robertson, R., and C. L. Wu, The effect of airline service quality on passengers’ behavioural intentions: a Korean case study, Journal of Air Transport Management, 10(6), 435-439, (2004).
  • Ball, D., Simões Coelho, P., and A. Machás, The role of communication and trust in explaining customer loyalty: An extension to the ECSI model, European Journal of Marketing, 38(9/10), 1272-1293, (2004).
  • Bennett, R., Härtel, C. E., and J. R. McColl-Kennedy, Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R, Industrial Marketing Management, 34(1), 97-107, (2005).
  • Hsu, S. H., Chen, W. H., and J. T. Hsueh, Application of customer satisfaction study to derive customer knowledge, Total Quality Management and Business Excellence, 17(04), 439-454, (2006).
  • Olsen, S. O, Repurchase loyalty: The role of involvement and satisfaction, Psychology & Marketing, 24(4), 315-341, (2007).
  • Chou, J. and C. Kim, A Structural Equation Analysis of the QSL Relationship with Passenger Riding Experience on High-Speed Rail: An Empirical Study of Taiwan and Korea, Expert Systems with Applications, 36(3): 6945-6955, (2009).
  • Gölbaşı Şimşek G. and F. Noyan, Türkiye'de Cep Telefonu Cihazı Pazarında Marka Sadakati İçin Bir Model Denemesi, ODTÜ Gelişme Dergisi, 36: 121-159, (2009).
  • Lai, W. T. and C. F. Chen, Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement, Transport Policy, 18(2), 318-325, (2011).
  • Chiou, Y. C., and Y. H. Chen, Service quality effects on air passenger intentions: a service chain perspective, Transportmetrica, 8(6): 406-426, (2012).
  • Chou, P. F., Lu, C. S. and Y.H. Chang, Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan, Transportmetrica , A: Transport Science, 10(10), 917-945. 2014.
  • Feng, Y., Li, Xuamei, Li, Xuewei and L. Yang, Interrelations among the Urban Rail Service Quality, Passenger Satisfaction and Loyalty, Paper presented at the Transportation Research Board 98th Annual Meeting, Washington, DC, (2015).
  • Shen, W., Xiao, W., and X. Wang, Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares, Transport Policy, 46, 20-31, (2016).
  • Van Lierop, D., and A. El-Geneidy, Enjoying loyalty: The relationship between service quality, customer satisfaction and behavioral intentions in public transit, Research in Transportation Economics, 59, 50-59, (2016).
  • Yılmaz V. and E. Arı, The Effects of Service Quality, Image and Customer Satisfaction on Customer Complaints and Loyalty in High-Speed Rail Service in Turkey: A Proposal of The Structural Equation Model, Transportmetrica, A: Transport Science, 13(1): 67-90, (2017).
  • LaBarbera, P. A. and D. A. Mazursky, Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process, Journal of Marketing Research, 20(4): 393-404, (1983).
  • Kotler, P. and K. L. Keller. Marketing Management. N., Beta Publishing, Istanbul, (2000).
  • Özgüven, N, Hizmet Pazarlamasında Müşteri Memnuniyeti ve Ulaştırma Sektörü Üzerinde Bir Uygulama, Ege Academic Review, 8(2): 652-682, (2008).
  • Sarı, Y., Kılıçlar, A. and C. Seçilmiş, Yüksek Hızlı Tren (YHT) Yolcularının Kişisel Değişkenler Açısından Memnuniyet Algılamalarının Değerlendirilmesi, Anatolia: Turizm Araştırmaları Dergisi, 22(2): 127-138, (2011).
  • Cyr, D., Hassanein, K., Head, M. and A. Ivanov, The Role of Social Presence in Establishing Loyalty in E-service Environments, Interacting with Computers 19(1): 43-56, (2007).
  • Zeithaml, V.A., Berry, L.L. and A. Parasuraman, The Behavioral Consequences of Service Quality, Journal of Marketing, 60(2): 31-46, (1996).
  • Oyman, M, Müşteri Sadakati Sağlamada Sadakat Programlarının Önemi, Kurgu Dergisi, 19, (2002).
  • Karadeniz, M. and N. M. Ünver, Şehir İçi Denizyolu Ulaşımında Müşterilerin Hizmet Algısı ve Memnuniyeti: Bir Uygulama, Marmara Üniversitesi Öneri Dergisi 42: 43-68, (2014).
  • Grönroos C, A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18 (4): 36-44, (1984).
  • Delgado-Ballester, E. and J. L. Munuera-Aleman, Brand Trust in the Context of Consumer Loyalty, European Journal of Marketing, 35(11): 1238-1258, (2001).
  • Morgan, R. M., and S. D. Hunt, The Commitment Trust Theory of Relationship Marketing, Journal of Marketing, 58(2): 20–38, (1994).
  • Mikulic, J., Seric, M., and L. Matas Milkovic, Airline loyalty determinants among business travelers: empirical evidence from Croatia, Transportation Letters, 9(3), 177-183, (2017).
  • Hellier, P. K., Geursen, G. M., Carr, R. A. and A. Rickard, Customer Repurchase Intention: A General Structural Equation Model, European Journal of Marketing, 37(11): 1762-1800, (2003).
  • Hapsari, R., Clemes, M., and D. Dean, The mediating role of perceived value on the relationship between service quality and customer satisfaction: evidence from Indonesian airline passengers, Procedia Economics and Finance, 35, 388-395, (2016).
  • Zaichkowsky, J. L. Measuring the Involvement Construct, Journal of Consumer Research, 12(3): 341-52, (1985).
  • Martin, C., L, Relationship Marketing: a High-Involvement Product Attribute Approach, Journal of Product & Brand Management 7(1): 6-26, (1998).
  • Keller, K. L Conceptualizing, Measuring, Managing Customer-Based Brand Equity, Journal of Marketing 57(1), 1-22, (1993).
  • Akkaya, E, Marka İmajı ve Bileşenleri: Otomobil Sektöründe Bir Uygulama, Paper presented at the 4. Ulusal Pazarlama Kongresi, 21. Yüzyıl Eşiğinde Ulusal Pazarlama, Antakya, Türkiye, 101-111, (1999).
  • Aydin, S., and G. Özer The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market, European Journal of marketing, 39(7-8), 910-925 (2005).
  • TCDD (Turkish State Railways). 2015. Yüksek Hızlı Tren Projeleri - Ankara-İstanbul Hızlı Tren Hattı. http://www.tcdd.gov.tr/ankara-istanbul+m272. Accessed: November 17th 2015.
  • Sirohi, N., McLaughlin E.W., Wittink D.R, A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer, Journal of Retailing, 74: 223-245, (1998).
  • Kırbaş, U., The Preferability of Light Rail Transit Systems between Transportation Modes: Samsun Case, Conference: 1. International Conference on Intelligent Transportation Systems - BANU ITSC’20 (2018).
  • Shackelford, W., Wacks, M. and R. E. Skinner, Transit Cooperative Research Program. TCRP Report 47. A Handbook for Measuring Customer Satisfaction and Service Quality. Morpace International, Inc., et al., Transportation Research Board, Washington, D.C., (1999).
  • Akyıldız Alçura, G., Kuşakcı Gündoğar, Ş., Gölbaşı Şimşek, G., Gürsoy, M. and Tanrıverdi, S. C., Impact Score Technique for Analyzing the Service Quality of a High-Speed Rail System, Transportation Research Record: Journal of the Transportation Research Board 2541: 64-72, (2016).
  • Gölbaşi Şimşek G., F. Noyan Tekeli. Understanding the Antecedents of Customer Loyalty by Applying Structural Equation Modeling, Handbook of Research on Developing Sustainable Value in Economics, Finance, and Marketing, IGI Global, Hershey, PA, pp.420-445, (2015).
  • Irtema, H. I. M., Ismail, A., Borhan, M. N., Abdelsalam, H. M., Alshetwi, A. B., Albrka, S. I., and H. A. Yahia, Perceptions Passengers on Service Quality: Public Transport in Kuala Lumpur, International Journal of Engineering & Technology, 7(2.29), 865-870, (2018).
  • Hair, J.F., Anderson, R.E., Tahtam, R.L. and W.C. Black, Multivariate Data Analysis, Prentice Hall, New Jersey, USA.1998.
  • Anderson, J. C. and D. W. Gerbing, Structural Equation Modeling in Practice: A Review and Recommended Two Step Approach, Psychological Bulletin, 103(3), 411-423, (1988).
  • Bagozzi, R. P., & Yi, Y, On the Evaluation of Structural Equation Models, Journal of the Academy of Marketing Science, 16(1), 74-94, (1988).
Toplam 45 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Mühendislik
Bölüm Araştırma Makalesi
Yazarlar

Güzin Akyıldız Alçura 0000-0001-7424-2764

Gülhayat Gölbaşı Şimşek 0000-0002-8790-295X

Sümeyye Şeyma Kuşakcı Gündoğar 0000-0002-7665-0005

Sami Cankat Tanrıverdi Bu kişi benim 0000-0002-4881-5618

Mustafa Gürsoy 0000-0002-3782-5941

Proje Numarası 114K093
Yayımlanma Tarihi 4 Temmuz 2021
Gönderilme Tarihi 5 Mart 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 23 Sayı: 2

Kaynak Göster

APA Akyıldız Alçura, G., Şimşek, G. G., Kuşakcı Gündoğar, S. Ş., Tanrıverdi, S. C., vd. (2021). Determinants of passenger loyalty for high speed rail system in Turkey. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi, 23(2), 760-781. https://doi.org/10.25092/baunfbed.891250
AMA Akyıldız Alçura G, Şimşek GG, Kuşakcı Gündoğar SŞ, Tanrıverdi SC, Gürsoy M. Determinants of passenger loyalty for high speed rail system in Turkey. BAUN Fen. Bil. Enst. Dergisi. Temmuz 2021;23(2):760-781. doi:10.25092/baunfbed.891250
Chicago Akyıldız Alçura, Güzin, Gülhayat Gölbaşı Şimşek, Sümeyye Şeyma Kuşakcı Gündoğar, Sami Cankat Tanrıverdi, ve Mustafa Gürsoy. “Determinants of Passenger Loyalty for High Speed Rail System in Turkey”. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi 23, sy. 2 (Temmuz 2021): 760-81. https://doi.org/10.25092/baunfbed.891250.
EndNote Akyıldız Alçura G, Şimşek GG, Kuşakcı Gündoğar SŞ, Tanrıverdi SC, Gürsoy M (01 Temmuz 2021) Determinants of passenger loyalty for high speed rail system in Turkey. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi 23 2 760–781.
IEEE G. Akyıldız Alçura, G. G. Şimşek, S. Ş. Kuşakcı Gündoğar, S. C. Tanrıverdi, ve M. Gürsoy, “Determinants of passenger loyalty for high speed rail system in Turkey”, BAUN Fen. Bil. Enst. Dergisi, c. 23, sy. 2, ss. 760–781, 2021, doi: 10.25092/baunfbed.891250.
ISNAD Akyıldız Alçura, Güzin vd. “Determinants of Passenger Loyalty for High Speed Rail System in Turkey”. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi 23/2 (Temmuz 2021), 760-781. https://doi.org/10.25092/baunfbed.891250.
JAMA Akyıldız Alçura G, Şimşek GG, Kuşakcı Gündoğar SŞ, Tanrıverdi SC, Gürsoy M. Determinants of passenger loyalty for high speed rail system in Turkey. BAUN Fen. Bil. Enst. Dergisi. 2021;23:760–781.
MLA Akyıldız Alçura, Güzin vd. “Determinants of Passenger Loyalty for High Speed Rail System in Turkey”. Balıkesir Üniversitesi Fen Bilimleri Enstitüsü Dergisi, c. 23, sy. 2, 2021, ss. 760-81, doi:10.25092/baunfbed.891250.
Vancouver Akyıldız Alçura G, Şimşek GG, Kuşakcı Gündoğar SŞ, Tanrıverdi SC, Gürsoy M. Determinants of passenger loyalty for high speed rail system in Turkey. BAUN Fen. Bil. Enst. Dergisi. 2021;23(2):760-81.