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Abstract


INVESTIGATION OF THE EFFECT OF THE BUS PHYSICAL ENVIRONMENT AS A SERVICE ENVIRONMENT ON PASSENGER SATISFACTION
When the physical environment is used for the bus used for passenger transportation, the conditions such as length, height, number of seats, knee distance of the seats, lighting and number of windows come to the fore. During the journey, these conditions affect the person to have a good journey experience during the journey. In this context, the effect of physical environment of passenger buses on passenger satisfaction is investigated in this study. Data were collected by face-to-face survey technique with a total of 401 people living in the city center of Sivas and using city buses. In the study, a data collection tool consisting of 33 items measuring the demographic characteristics of 7 and Likert type 19 of them measuring Physical Environment and 7 of them measuring Satisfaction were used. Then, Path Analysis was applied to the data through AMOS program. The model developed as a result of Path Analysis is in good agreement with the data. According to the results of the Path Analysis, “Bus Physical Environment” factor positively affects “Satisfaction” factor by approximately 36%.

Keywords
Servıce Envıronment, Physical Environment, Passenger Satisfaction, Path Analysis.


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