eva‎luating the quality of rail transportation services in Tehran eva‎luation using IPA model in the specialized SERVQUAL software

1/1/1900 12:00:00 AM

The present study was applied in terms of purpose and methodological descriptive-analytical research, in which in order to eva‎luate the quality of rail transportation services in Tehran a hierarchy of rail services eva‎luation using IPA model in the specialized SERVQUAL software in accordance with the Public transport services were proposed considering the rail transport industry in Iran.The statistical population of the study was all Iranian travelers who use the services of this company. The sample size ¬was 384 people using Cochran's formula with unlimited population that were selected by simple random sampling. In order to collect the field data, an interview method was used using a questionnaire. The results showed that due to the high values of Chi-square at the significance level (p>0.000), all five items of the questionnaire were effective on the qualitative eva‎luation of rail services. In addition, due to the high values of chi-square at the significance level (p>0.000), all 13 items of the questionnaire had an effect on the satisfaction of rail service customers. ¬Interpretation of experts' results on factors affecting the quality of rail services showed that the watercurrency of the rail transport services on the AHP phase with the developmentofthe SERVQUAL model and consideration of the points to¬Obtained from these eva‎luations improves its efficiency. Because all the mentioned items in eva‎luating the quality of rail services by experts were directly related to service efficiency.

شبكه حمل و نقل ريلي , مدل SERVQUAL , مزيت رقابتي , زيرساخت هاي حمل و نقل ريلي , مدل AHP فازي

rail transportation network , SERVQUAL model , competitive advantage , Rail Transport Infrastructure , Fuzzy AHP Model

Sajad Jalilzade

Dr. Sheikholeslami