A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model
Tehran suburb city rail Exploitation Company (Tehran subway) presents public transportation services to more than 3 million people in a day. Therefore, the way these services are presented and customer satisfactions’ rate with the services presented to enjoy high importance. In the matters applied t...
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doaj-11e244dd846541a8b867d256537650ab2020-11-24T21:47:41ZengIslamic Azad UniversitySpace Ontology International Journal2345-64502423-72992018-03-0171915539754A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual ModelHamid Bigdeli Rad0Vahid Bigdeli Rad1Department of Transportation Planning, Faculty of Civil Engineering, Iran University of Science and Technology, Tehran, IranDepartment of Urban and Regional Planning, Faculty of Architecture and Urban Planning, Qazvin Branch, Islamic Azad University, Qazvin, IranTehran suburb city rail Exploitation Company (Tehran subway) presents public transportation services to more than 3 million people in a day. Therefore, the way these services are presented and customer satisfactions’ rate with the services presented to enjoy high importance. In the matters applied to the survey, first the expectations that users of this public transportation system have and the perception they had after using these services were examined by servqual services quality assessment model.The aim at this study is surveying the gap between the expectations and perceptions of customers from services presented by Tehran Subway Company.To provide necessary solutions to eliminating this gap or at least minimizing it with the aim of increasing subway service quality level by this model.The findings showed that the performance of Tehran Subway Company was under the expected rate of citizens from the credibility dimension, reliability dimension, empathy dimension, answering dimension and items marked of servqual model. Therefore, there is a need to take extensive practical measures for removing defects and mitigating this gap.http://soij.qiau.ac.ir/article_539754_cf7ebb9360332b9d39d65e7950021206.pdfSERVQUAL ModelPublic transportationConsumers satisfactionService Quality |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Hamid Bigdeli Rad Vahid Bigdeli Rad |
spellingShingle |
Hamid Bigdeli Rad Vahid Bigdeli Rad A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model Space Ontology International Journal SERVQUAL Model Public transportation Consumers satisfaction Service Quality |
author_facet |
Hamid Bigdeli Rad Vahid Bigdeli Rad |
author_sort |
Hamid Bigdeli Rad |
title |
A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model |
title_short |
A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model |
title_full |
A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model |
title_fullStr |
A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model |
title_full_unstemmed |
A Survey on the Rate of Public Satisfaction about Subway Facilities in the City of Tehran Using Servqual Model |
title_sort |
survey on the rate of public satisfaction about subway facilities in the city of tehran using servqual model |
publisher |
Islamic Azad University |
series |
Space Ontology International Journal |
issn |
2345-6450 2423-7299 |
publishDate |
2018-03-01 |
description |
Tehran suburb city rail Exploitation Company (Tehran subway) presents public transportation services to more than 3 million people in a day. Therefore, the way these services are presented and customer satisfactions’ rate with the services presented to enjoy high importance. In the matters applied to the survey, first the expectations that users of this public transportation system have and the perception they had after using these services were examined by servqual services quality assessment model.The aim at this study is surveying the gap between the expectations and perceptions of customers from services presented by Tehran Subway Company.To provide necessary solutions to eliminating this gap or at least minimizing it with the aim of increasing subway service quality level by this model.The findings showed that the performance of Tehran Subway Company was under the expected rate of citizens from the credibility dimension, reliability dimension, empathy dimension, answering dimension and items marked of servqual model. Therefore, there is a need to take extensive practical measures for removing defects and mitigating this gap. |
topic |
SERVQUAL Model Public transportation Consumers satisfaction Service Quality |
url |
http://soij.qiau.ac.ir/article_539754_cf7ebb9360332b9d39d65e7950021206.pdf |
work_keys_str_mv |
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