EFFECTS OF PERCEIVED SERVICE QUALITY OF VESSEL TRAFFIC SERVICES ON THE CORPORATE IMAGE: A STUDY ON THE TURKISH STRAITS

Barış Kuleyin

Makale detayları

EFFECTS OF PERCEIVED SERVICE QUALITY OF VESSEL TRAFFIC SERVICES ON THE CORPORATE IMAGE: A STUDY ON THE TURKISH STRAITS

Yazarlar:

Barış Kuleyin

Yayıncı:

Dokuz Eylul University

Ana Başlıklar:

Deniz Mühendisliği (Diğer)

Dergi:

Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi Vol.15 Issue 2, pp.142-165

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001306892

pISSN:

1309-4246

Anahtar kelimeler:

Özet:

 Vessel Traffic Services VTS is one of the most important aids for ships in the dangerous waters. Due to the ever-increasing sea transport and thus the number of ships in this service, the importance of the services offered by VTS has increased more in the course of time. Despite the advanced technological infrastructure and the improved VTS, however the safety of sea traffic is still mostly based on human factor. Although in the relevant literature there have been some studies revealing the effects of VTS on the safety, there has been no research on the service quality. The aim of this study is, considering the views of ship masters, to analyze the effects of the VTS service quality perceptions on the corporate image. The process of this study has been two-fold; developing a VTS service quality scale for shipmasters and the required through this scale measuring the perceptions of the service quality of the Turkish Straits Vessel Traffic Services TSVTS and the effects of these perceptions on the corporate image. Developing the model of study has been based on the relevant literature, and SERVQUAL model has been chosen. Firstly, in analyzing the perceptions, 20 experts from four diverse field have been interviewed and a pilot study has been carried out with shipmasters n72. The questionnaire, which has been conducted through shipmasters n192 who have used the Turkish Straits, has comprised 25 statements constituting two dimensions as Perceived Service Quality PSQ and Corporate Image CI. The results reveal that there is a strong interrelationship between the perceptions of the TSVTS service quality and corporate image for shipmasters. The VTS-PSQ scale develop through this research is expected to contribute to evaluating the VTS service quality and thus to the safe navigation through the relevant sea ways.

 Vessel Traffic Services VTS is one of the most important aids for ships in the dangerous waters. Due to the ever-increasing sea transport and thus the number of ships in this service, the importance of the services offered by VTS has increased more in the course of time. Despite the advanced technological infrastructure and the improved VTS, however the safety of sea traffic is still mostly based on human factor. Although in the relevant literature there have been some studies revealing the effects of VTS on the safety, there has been no research on the service quality. The aim of this study is, considering the views of ship masters, to analyze the effects of the VTS service quality perceptions on the corporate image. The process of this study has been two-fold; developing a VTS service quality scale for shipmasters and the required through this scale measuring the perceptions of the service quality of the Turkish Straits Vessel Traffic Services TSVTS and the effects of these perceptions on the corporate image. Developing the model of study has been based on the relevant literature, and SERVQUAL model has been chosen. Firstly, in analyzing the perceptions, 20 experts from four diverse field have been interviewed and a pilot study has been carried out with shipmasters n72. The questionnaire, which has been conducted through shipmasters n192 who have used the Turkish Straits, has comprised 25 statements constituting two dimensions as Perceived Service Quality PSQ and Corporate Image CI. The results reveal that there is a strong interrelationship between the perceptions of the TSVTS service quality and corporate image for shipmasters. The VTS-PSQ scale develop through this research is expected to contribute to evaluating the VTS service quality and thus to the safe navigation through the relevant sea ways.

 Vessel Traffic Services VTS is one of the most important aids for ships in the dangerous waters. Due to the ever-increasing sea transport and thus the number of ships in this service, the importance of the services offered by VTS has increased more in the course of time. Despite the advanced technological infrastructure and the improved VTS, however the safety of sea traffic is still mostly based on human factor. Although in the relevant literature there have been some studies revealing the effects of VTS on the safety, there has been no research on the service quality. The aim of this study is, considering the views of ship masters, to analyze the effects of the VTS service quality perceptions on the corporate image. The process of this study has been two-fold; developing a VTS service quality scale for shipmasters and the required through this scale measuring the perceptions of the service quality of the Turkish Straits Vessel Traffic Services TSVTS and the effects of these perceptions on the corporate image. Developing the model of study has been based on the relevant literature, and SERVQUAL model has been chosen. Firstly, in analyzing the perceptions, 20 experts from four diverse field have been interviewed and a pilot study has been carried out with shipmasters n72. The questionnaire, which has been conducted through shipmasters n192 who have used the Turkish Straits, has comprised 25 statements constituting two dimensions as Perceived Service Quality PSQ and Corporate Image CI. The results reveal that there is a strong interrelationship between the perceptions of the TSVTS service quality and corporate image for shipmasters. The VTS-PSQ scale develop through this research is expected to contribute to evaluating the VTS service quality and thus to the safe navigation through the relevant sea ways.

 Gemi Trafik Hizmetleri VTS, tehlikeli sularda çalışan gemilerin en önemli yardımcılarından biridir. Her geçen gün artan deniz taşımacılığı ve dolayısıyla bu hizmetteki gemi sayısı nedeniyle VTSnin sunduğu hizmetlerin önemi zaman içerisinde daha da artmıştır. Gelişmiş teknolojik altyapıya ve geliştirilmiş VTSye rağmen, deniz trafiğinin emniyeti hala büyük ölçüde insan faktörüne dayanmaktadır. İlgili literatürde VTSnin emniyet üzerindeki etkilerini ortaya koyan bazı çalışmalar olmasına rağmen hizmet kalitesi ile ilgili herhangi bir araştırmaya rastlanmamıştır. Bu çalışmanın amacı, gemi kaptanlarının görüşleri dikkate alınarak, VTS hizmet kalitesi algılarının kurum imajı üzerindeki etkilerini analiz etmektir. Araştırma süreci; gemi kaptanları için bir VTS hizmet kalitesi ölçeğinin geliştirilmesi ve bu ölçek aracılığıyla Türk Boğazları Gemi Trafik Hizmetlerinin TSVTS hizmet kalitesine ilişkin algılarını ve bu algıların kurumsal imaja etkilerinin incelenmesi olmak üzere iki aşamadan oluşmaktadır. Araştırmanın modelinin geliştirilmesi ilgili literatüre dayalı olarak yapılmış ve SERVQUAL modeli seçilmiştir. Öncelikle algıların analizinde dört farklı alandan 20 uzmanla görüşülerek gemi kaptanları n72 ile bir pilot çalışma yapılmıştır. Türk Boğazlarını kullanan gemi kaptanları n192 aracılığıyla gerçekleştirilen anket, Algılanan Hizmet Kalitesi PSQ ve Kurumsal İmaj CI olmak üzere iki boyutu oluşturan 25 ifadeden oluşmaktadır. Sonuçlar, gemi kaptanları açısından TSVTSnin hizmet kalitesi ile kurumsal imaj algıları arasında güçlü bir ilişki olduğunu ortaya koymaktadır. Bu araştırma ile geliştirilen VTS-PSQ ölçeğinin, VTS hizmet kalitesinin değerlendirilmesine ve dolayısıyla ilgili deniz yollarında emniyetli seyre katkı sağlaması beklenmektedir.

Makale detayları

EFFECTS OF PERCEIVED SERVICE QUALITY OF VESSEL TRAFFIC SERVICES ON THE CORPORATE IMAGE: A STUDY ON THE TURKISH STRAITS

Yazarlar:

Barış Kuleyin

Yayıncı:

Dokuz Eylul University

Ana Başlıklar:

Deniz Mühendisliği (Diğer)

Dergi:

Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi Vol.15 Issue 2, pp.142-165

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001306892

pISSN:

1309-4246

Vessel Traffic Services(VTS)

Service Quality

Human Factor

Corporate Image

SERVQUAL.Gemi Trafik Hizmetleri (VTS)

Hizmet Kalitesi

İnsan Faktörü

Kurumsal İmaj

SERVQUAL.

Sayı

Makale detayları

Yazarlar: Barış Kuleyin

Yayıncı: Dokuz Eylul University

Ana Başlıklar: Deniz Mühendisliği (Diğer)

Dergi: Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi Vol.15 Issue 2, pp.142-165

Belge Tipi: Makale

Yayın Tarihi: 12/2023

Belge Dili: İngilizce

Document ID (Org No.): 2001306892

pISSN: 1309-4246

Sayı

Yazarlar:

Barış Kuleyin

Yayıncı:

Dokuz Eylul University

Ana Başlıklar:

Deniz Mühendisliği (Diğer)

Dergi:

Dokuz Eylül Üniversitesi Denizcilik Fakültesi Dergisi Vol.15 Issue 2, pp.142-165

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001306892

pISSN:

1309-4246