Measuring the Relationship between the Quality of Road Services and the Satisfaction of Its Users (Case Study: Tehran-Firoozkooh Axis)
Document Type : Original Article
Authors
1 M.Sc., Grad., Civil Engineering Department, Damavand Islamic Azad University, Damavand, Iran.
2 Assistant Professor, Faculty of Engineering, University of Garmsar, Garmsar, Iran.
10.22034/road.2022.329209.2031
Abstract
Road user satisfaction is one of the most important factors indicating the optimal transportation system of countries. The difference between the passenger's expectations and the actual performance of the services provided will cause the passenger to be dissatisfied and will cause him to turn away; Therefore, it is important to study the relationship between the quality of traffic services and the satisfaction of road users. The process of conducting the present study is fieldwork and with the help of a questionnaire. The criteria of tangibles, reliability, assurance, responsiveness and compassion and commitment (empathy) are at a significant level. By paying attention to the coefficients of variables that have a significant level, it is clear that the effect and role of the tangibles in the importance of passenger satisfaction is more than other indicators. As a result, the presence of the necessary physical equipment and facilities, sufficient tools and machinery, and visible and suitable asphalt surfaces play the greatest role in passenger satisfaction.
Keywords
- حاتمینژاد، ح.، پوراحمد، ا.، فرجی سبکبار، ح.ع. و عظیمی، آ.، (1393)، "سنجش میزان رضایت استفاده کنندگان از سیستم حمل‌ونقل عمومی در منطقه البرز جنوبی"، فصلنامه اقتصاد و مدیریت شهری، دوره 3، شماره 9، ص. 123-105.
- رضایی‌نیک، ا. و کیانیان، ع.ر.، (1397)، "ارزیابی کیفیت خدمات حمل و نقل عمومی و انتخاب اقدامات بهبود با استفاده از رویکرد تلفیقی داده کاوی و توسعه عملکرد کیفیت (مطالعه موردی: اتوبوسرانی مشهد)"، فصلنامه مهندسی حمل‌ونقل، سال نهم، شماره چهارم، ص. 672-647.
- قصیری، ک. و پیشداد، س.، (1385)، "سنجش کیفیت خدمات واحد فناوری اطلاعات همراه با مطالعه موردی
در صنعت حمل‌ونقل"، فصلنامه دانش مدیریت، سال 19، شماره 74، ص. 74-71.
در صنعت حمل‌ونقل"، فصلنامه دانش مدیریت، سال 19، شماره 74، ص. 74-71.
- عبدی، محمد حامد و فاروقی، فرزین، رحیمی کاکه جوب، آرمان (1390)، "سنجش کارایی سامانه حمل و نقل همگانی
در شهر یزد"، نشریه تحقیقات کاربردی علوم جغرافیایی، سال سیزدهم، شماره 30، ص. 299-250.
در شهر یزد"، نشریه تحقیقات کاربردی علوم جغرافیایی، سال سیزدهم، شماره 30، ص. 299-250.
- منتظری، م. و اداوی، م.، (1385)، "بهبود کیفیت ارایه خدمات به مسافرین با استفاده از روش QFD در شرکت راه‌آهن شهری تهران و حومه (مترو)"، همایش ملی صنعت ناوگان ریلی کشور.
- نوروزی آوارگانی، ا.، (1393)، "ارزیابی عملکرد و سنجش میزان رضایتمندی از سیستم اتوبوسرانی سریع‌السیر (BRT) در کلان‌شهر اصفهان"، مجله علمی - پژوهشی برنامه‌ریزی فضایی (جغرافیا)، سال چهارم، شماره 1 (پیاپی 12).
-Abenoza, R. F., Cats, O., & Susilo, Y. O., (2017), "Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution", Transportation Research Part A: Policy and Practice, Vol. 95, pp. 64-84.
-Amponsah, C. T., & Adams, S., (2016), "Service quality and customer satisfaction in public transport operations", International Journal of Services and Operations anagement, Vol. 25, No. 4, pp. 531-549.
-Bellizzi, M. G., Eboli, L., Forciniti, C., & Mazzulla, G., (2018), "Air transport passengers’ satisfaction: an ordered logit model", Transportation Research Procedia, Vol. 33, pp. 147-154.
-Chauhan, V., Gupta, A., & Parida, M., (2021), "Demystifying service quality of Multimodal Transportation Hub (MMTH) through measuring users’ satisfaction of public transport", Transport Policy, Vol. 102,
pp. 47-60.
pp. 47-60.
-Das, R. D., (2021), "Understanding Users’ Satisfaction Towards Public Transit System in India: A Case-Study of Mumbai", ISPRS International Journal of Geo-Information, Vol. 10, No. 3, pp. 155.
-de Oña, J., (2021), "Service quality, satisfaction and behavioral intentions towards public transport from the point of view of private vehicle users", Transportation,
pp. 1-33.
pp. 1-33.
-De Oña, J., & De Oña, R., (2015), "Quality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approaches", Transportation Science, Vol. 49, No. 3, pp. 605-622.
-Dos Reis Silveira, T. C., Romano, C. A., & Gadda, T. M. C., (2020), "Public transport usage among university students: what to expect based on customer satisfaction survey (CSS) analysis", Transportes, Vol. 28, No. 3, pp. 32-45.
-Efthymiou, D., & Antoniou, C., (2017), "Understanding the effects of economic crisis on public transport users’ satisfaction and demand" Transport Policy, Vol. 53, pp. 89-97.
-Efthymiou, D., Antoniou, C., Tyrinopoulos, Y., & Skaltsogianni, E., (2018), "Factors affecting bus users’ satisfaction in times of economic crisis" Transportation Research Part A: Policy and Practice, Vol. 114, pp. 3-12.
-Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K., (2018), "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach", Journal of Air Transport Management, Vol. 67,
pp. 169-180.
pp. 169-180.
-Helon, C. R., & Ejem, E. A., (2021), "Road Transport Management and Customer Satisfaction in Nigeria: A Study of Imo State Transport Company, Nigeria", European Journal of Hospitality and Tourism Research, Vol. 9, No. 2, pp. 16-27.
-Khan, A. A., Tareen, N. A. K., & Jadoon, S., (2018), "Impact of SERVQUAL and Interaction Quality on Customer Satisfaction and Delight in Transportation Services", Journal of Scientific Research and Reports, Vol. 20, No. 6, pp. 1-11.
-Kökalan, Ö., & Tutan, A., (2021), "Passenger Satisfaction Scale for Public Transportation", Transportation Research Record, Vol. 2675, No. 3, pp. 44-52.
-Naveen, B., & Gurtoo, A., (2020), "The Cause Effect Relationship Model of Service Quality in relation with Overall Satisfaction", Transportation Research Procedia, Vol. 48,
pp. 1694-1721.
pp. 1694-1721.
-Nurlukman, A. D., Fadli, Y., & Dzulham, A. S., (2020), "Satisfaction Impact of Transjakarta Integrated Transportation System Quality Services", Journal of Physics: Conference Series, Vol. 1477.
-Nwaogbe, O. R., Ogwude, I. C., & Pius, A., (2021), "Service Quality and Passenger Satisfaction in Air Transportation in a Developing Economy: Evidence from Nigeria", Journal of Aviation Technology and Engineering, Vol. 10, No. 1, pp. 30-43.
-Silveria, T. C., Krainer, C. W., Krainer, J. A., Romano, C. A., Matoski, A., Santo, A. L., & Moreira, A. R., (2019), "Does gender influence travel satisfaction with public transport", Revista ESPACIOS, Vol. 40, No. 25.
-Tyrinopoulos, Y., & Antoniou, C., (2020), "Review of factors affecting transportation systems adoption and satisfaction, In Demand for emerging transportation systems",
pp. 11-36.
pp. 11-36.