محمدحسين ابراهيمي

Transportation is considered one of the main elements of development of society and ensuring that customer satisfaction is high has always been an integral issue for the executives. Moreover , role of different sections of public transportation like subway in creating social justice , better access and declining the time of trips is transportation. Transportation is an inevitable part of current urban life , so considering respect for people and their dignity , taking notice of customer satisfaction plays a crucial part in transportation field. Different researchers have carried out diverse studies on analyzing the customer satisfaction of public transportation service , considering various factors and features. In this article in addition to comparing different definitions of researchers about "quality of service" and "customer satisfaction" , using servqual model questionnaire , customer satisfaction of Tehran's subway system is eva‎luated. Statistical community consist of 384 passengers of Tehran's subway chosen by simple random sampeling method and Cochran formula. Validity is admitted using "Validity Method of Content Analysis" and "reliability" is also admitted using "Cronbach's Alpha Method". According to the result obtained , "Trust" with coefficient 0.88 , "Tangibility" with coefficient 0.75 , "Responsiveness" with coefficient 0.68 , "Reliability" with coefficient 0.64 , and "Empathy" with coefficient 0.33 are in relation with customer satisfaction . From respondents point of view , tangibility of changes made at the service level averaging 3.63 has the most importance and appearance features of employees averaging 1.88 has the lowest importance. Achievements of this research causes the related organizations and policy makers prioritize the kind of service they give and develop the level of service they also give by identifying the vital features from passenger's perspective.

رضايت مشتري , كيفيت خدمات , پرسشنامه سروكوال

Customer Satisfaction , Service Quality , Servqual Questionnaire

Mohammad Hossein Ebrahimi

Dr.sheykholeslami-Dr.Ahmadinejad