چكيده به لاتين
Transportation is one of the key pillars of any society's growth and development, with the quality of transportation services being one of the most significant aspects that affect passenger choice. Ensuring a high level of passenger satisfaction in the transport system is a must for managers and officials. For this purpose, first, by reviewing the research literature, factors (variables) related to the research topic were identified. In the next step, the data of this study were collected using a questionnaire that 384 people were selected by simple random sampling using Cochran formula. Validity of the questionnaire was confirmed by content validity method and reliability of the questionnaire was confirmed by Cronbach's alpha test. Based on the indices studied in this study, it can be said that the appearance of flight attendants and the respectful behavior of the employees with averages of 3.83 and 3.80 were the highest satisfaction and indicators of using modern and advanced aircraft and fast delivery of programs and Alternative facilities have the least satisfaction in the event of delays or cancellations of flights with averages of 2 and 2.32. Finally, with the HCSI analysis, passenger satisfaction with IRS was 3.01 out of 5. Data analysis was performed by descriptive statistics and regression analysis using SPSS software. Based on the analysis, an increase of one factor in aircraft-related factors is expected to increase by 1.7 and a Factors related to flight staff of 1.65 increase in passenger satisfaction with a factors of one. At the same time, the purpose of traveling by plane also plays a significant role in explaining passenger satisfaction. The results of this study can be useful in implementing improvement policies to maximize the satisfaction of productive travelers and To help organizations identify the problems and weaknesses in the system and to address potential and hidden obstacles.