Abstract:

In-city public transport is the key to sustainably addressing the increasing transport needs of the urban population in terms of economy and environment. The strategic management of urban public transport is of importance to increase satisfaction, strengthen the organization’s image, ensure the loyalty of existing passengers and get more passengers. In this study, researching the quality components of the service detected in the City Lines that offer public transportation services by sea in Istanbul, the relationship between the quality of the service detected, the image of the institution, customer satisfaction and the variables of customer loyalty was studied. According to the data obtained from passengers, the quality of the service detected, the company image and customer satisfaction are among the key determinants of loyalty in the public transportation service on marine roads. The public transport on maritime roads should be managed in a sustainable and integrated way, providing superior service.

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