A segmentation based analysis for measuring customer satisfaction in maritime transportation

Abstract

Abstract. This 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.

Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review

“…The sub-dimensions or factors utilized in the articles are safety, loyalty, competitiveness, cleanliness, value for money, speed, lines, the modernization of ships and buses, socioeconomic feature, physical features, service guarantee, servicescape, information materials, updated schedule, the frequency of departures and arrivals, transfer time, environmental awareness, etc. According to the analyzed articles, following explanatory variables have proven to be most significant for the respondents, i.e., have the greatest impact on service quality in passenger transport: staff courtesy (empathy) [30,[32][33][34][35][36], loyalty [37][38][39][40], comfort [41][42][43][44], additional lines [45][46][47][48], physical features [49][50][51], service and safety perception [52,53], value for money, costs [31,54], reliability [55], safety [56], speed [57], the frequency of buses [58], servicescape [59], socioeconomic feature [60], cleanliness [61], and environmental awareness [62]. The articles also indicated certain methods that are generally best suited for evaluating service quality.…”

Aplicação De Técnicas Multivariadas Para Análise Da Influência Das Variáveis Socioeconômicas No Nível De Satisfação Dos Usuários De Transporte Público Urbano

“…Uma maneira apropriada de facilitar a demanda por bens ou serviços específicos é aumentando o número de clientes, bem como a frequência de viagens (EKINCI et al, 2018). Para Para isso, é essencial conhecer e quantificar as variáveis mais influentes na disposição dos clientes de viajar no TPU (DELL' OLIO et al (2011).…”

“…Maraglino et al (2014) complementam que é necessário definir as variáveis mais importantes que determinam a qualidade do sistema, dentre as muitas que contribuem para as percepções do usuário. Melhorar o desempenho percebido de um serviço de TPU especifico aumenta a satisfação do cliente e a frequência de viagens, considerado então um fator chave para a expansão do seu uso (EKINCI et al, 2018)…”

Previsão Da Demanda Do Sistema De Bilhetagem Eletrônica Implantado No Transporte Público Urbano Em Uma Cidade De Médio Porte Brasileira

“…Diante da importância do TPU e da recorrente perda de demanda, é necessário promover o uso do TPU com o aumento no número de clientes, bem como o aumento na frequência das viagens (EKINCI et al, 2018)…”