High Speed Rail Passenger Satisfaction According to Socio-Demographic Variables in Turkey

This study evaluates the high speed rail (HSR) satisfaction from the perspective of passengers of different socio-demographic structures. The population of the study consisted of 427 individuals who are older than 18 years old and the main scope of the study was on Ankara-Konya HSR route, which constitutes 28% of the total HSR trips, at the economy class. In the present study, in line with the data obtained from the literature, 23 sub-criteria sets under 6 main headings that are expected to affect passenger satisfaction are provided to the users in a questionnaire form. To weight the determined criteria according to the degree of importance, the analytic hierarchy process (AHP) method was used and expert opinion was referred. When AHP analysis results were examined, trip and train comfort were determined to have more impact on passenger satisfaction in the main criteria, while fare, ticket services, and train service times had more impact in the sub-criteria. Considering the gender variable, it is found that female participants differ from male participants in terms of trip comfort and security and risk satisfaction. HSR overall satisfaction level was identified to decrease as the level of age and education increases. The early-aged and aged group (55 and over age) delivered a negative opinion for train comfort in particular. Station comfort satisfaction score was found to be inversely proportionated to income, while fare and ticket services total satifaction score was direclty proportionated to income. Considering the general satisfaction scores according to the trip purposes; it was determined that participants traveling with the aim of visiting their friends and participating in socio-cultural activities were found to be more satisfied with HSR, while the participants traveling for care services, on the other hand, were found to have the lowest satisfaction score.