Evaluation of bus system service quality by TCQSM
Document Type : Original Article
Authors
1 M.Sc., Student, Department of Civil Engineering, University of Zanjan, Zanjan, Iran.
2 Associate Professor, Department of Civil Engineering, University of Zanjan, Zanjan, Iran.
Abstract
Measuring the dimensions of quality in the bus system of Zanjan is of great importance considering the services provided in this field. This study proposes to measure the quality of public transportation by TCQSM standard. The aim is to evaluate the quality of services and citizens' satisfaction with bus services and the price of bus fares in Zanjan city by TCQSM standard. The method of the present research is practical in terms of purpose and descriptive in nature. The target population in this research is all the passengers and service recipients of the Zanjan city bus service organization, which was conducted on 384 people who referred to Zanjan bus stations in the spring of 1401. The data collection tool was the standard SERVQUAL questionnaire that measured service quality and price. Data were analyzed using TCQSM standard. The results showed that customers are not satisfied with bus services in Zanjan city.
Keywords
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