Özet:

For today’s railway transportation which is going through a reconstruction period, customer complaints are of indispensable value in order to establish long-running relations with the customers, to satisfy them and to improve the quality of the service offered to the customers. In this study, it has been determined whether the passengers of the 3rdRegional Directorate of TCDD have complaints as to the services or not, and the tendencies of the customers with complaints to submit their complaints to the management have been evaluated. The various reactions of the customers who have the complaints have been examined within the conceptual framework. As a result of the survey conducted with 700 passengers; the tendencies of the complainants to submit their complaints to the management have been examined, and it has been researched whether there exists a relation between the demographic qualities of the customers and their complaint tendencies. The reasons for such behaviors of the customers who did not submit their complaints even though they had one have been determined, and recommendations have been made on what is necessary to be done in order to prompt customers to submit complaints. As a result of the research, it has been concluded that the customers with a higher level of education and income have higher tendencies to submit complaints than those with a lower education and income level. Besides this, it has been determined that the people who travel less frequently have higher complaint tendencies than the people with a medium and high travel frequency

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