Improving Performance and Customer Satisfaction via the Use of Information Technologies in Public Transportation and Logistics Systems

Improving Performance and Customer Satisfaction via the Use of Information Technologies in Public Transportation and Logistics Systems

Dicle Yurdakul Sahin (SahinIzmir University of Economics, Turkey) and Deniz Tursel Eliiyi (University of Economics, Turkey)
DOI: 10.4018/978-1-60960-839-2.ch012
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Abstract

During the last two decades, the enhancements in Information Technologies (IT) and the extension of their usage have transformed completely the ways of doing business. In addition to providing a competitive advantage, the utilization of information technologies help businesses to organize all information related with their customers, increasing their level of satisfaction from the good or service provided, support decision making processes and increase the collaboration between supply chain members. Due to the increase in overseas trade and the globalization trends, the usage and importance of Information Technologies in transportation have risen up extremely. This chapter aims to emphasize the growing need for and role of IT in Turkish public logistics systems, present examples of these systems’ implementation around the world, and specific benefits to be gained in terms of efficient operations and improved performance, profitability, customer satisfaction, and social welfare. In this respect, the authors aim to draw attention to the significance of the management Information Systems in different areas of public service.
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History And Current Situation: Transportation In Turkey

Turkish State Railways (TCDD) was established in 1927 as a governmental institution to take over the existing railways in Anatolia which were held by private companies during the Ottoman Empire. Most of the country had no railways during 1930’s and 1940’s, and the main expenditure of the government was the extension of the existing railway network. Although some major lines were added to the network connecting the main cities of the country in the beginning, this extension came to a halt after the Second World War.1 After 1990’s, the need for urban mass transportation has given a rise to the investments for light rail and heavy metro systems (see Figure 1).

Figure 1.

Total length of railways by years Source:http://www.mmo.org.tr/genel/bizden_detay.php?kod=6197&tipi=4&sube=0

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