چكيده به لاتين
The present paper seeks to develop an optimal model of passenger's satisfaction in the Iranian Commuter train transit. Accordingly, Factor Analysis and Structural Equation Modeling (SEM) approach have been used to investigate the relationship between the perceived service quality and passenger's satisfaction. Eight different models have been also provided for identifying the factors affecting the services, including six models with the proposed structure of previous studies, a proposed software model and the model suggested by the authors of the present paper. The research sample is consisted of 300 passengers of the Tehran-Parand Commuter train which are selected randomly. Five latent variables including: a) security and safety, b) route and service features, c) information, d) convenience, and e) reliability and 19 observed variables are the constituents of the factor analysis of the developed optimized model. According to the structural equation modeling of the optimal model, increasing the age category affects the satisfaction with the convenience, reliability and service and route features of the Commuter train. Increasing income deciles has also a negative effect on the passengers' satisfaction with service and route features. The results also suggest that, in addition to periodic monitoring of the passengers' individual, social and economic features, the issue of complementary transit and reducing access time from the station to the destination should also be noted. It can be recommended, according to the results of this study, that rail sector practitioners and decision makers improve the share of Commuter train transit regarding the increasing users' satisfaction.
