As reflected in the proposed models of customer satisfaction,
attitudes and behavior of the personnel has been assigned the
greatest relative importance by the respondents. This implies that
the demeanor of the HST personnel – their courtesy, helpfulness
and knowledge level etc. – can reinforce or decrease the satisfaction
level of the customers.
Furthermore, HST ticket-booking and ticket-purchasing services
provided by TCDD both online and at ticket offices, the guidance
services provided at arrival and departure, the information
provided via announcements and presented on arrival–departure
screens, and the advertisement and information services provided
to HST customers are all important to customer satisfaction with
these services
The cleanliness and the interior design of the train are two
aspects of HST travel that first draw customers’ attention as they
board. Along with the comfort of the seats, the width of the halls
and the ventilation system, other physical conditions such as
sound insulation against noise due to the high speed of the train
and smooth the provision of a smooth voyage are important to
customers’ satisfaction with HST services.
The quality, cleanliness, and variety of the foods provided in the
train, the presentation of these foods, the taste and appeal of these
foods, the time required to provide food services and the prices of
food prices are all factors that influence customers’ satisfaction
with food services.