Presenting a Model for Diagnosing the Implementation of Total Quality Management Based on Quality Function Deployment Model (Case Study: Simorgh Rail Transportation Company)

Document Type : Original Article

Authors
Vahideh Bafandegan emroozi 1
Azam Modares 1
Zahra Mohemi 2
1 Ph.D. Candidate, Faculty of Economics and Administrative Sciences, Ferdowsi University of Mashhad, Mashhad, Iran.
2 Ph.D. Candidate, Faculty of public administration, University of Sistan and Baluchestan, Zahedan, Iran.
10.22034/road.2022.319629.2007
Abstract
The rail transport industry can have good growth and development if it pays more attention to the quality of its services and passenger satisfaction. Despite the importance of quantitative evaluation of passenger train services in the growth of quality of life and performance improvement, limited studies have been conducted in this field. . In this study, an approach for quantitative evaluation of passenger train quality services on a busy route from the perspective of passengers and based on data envelopment analysis is proposed. For this purpose, first, the evaluation criteria of trains were extracted by studying the literature, and then the most important ones were identified based on the opinions of experts in the field of rail transportation. The level of desirability and satisfaction of each of the indicators for 16 types of passenger trains was acquired from the passengers' point of view. Then, to determine the efficiency of passenger trains based on the quality of their services, output-oriented models in terms of efficiency relative to fixed scale (CCR) and variable (BCC) have been used. Finally, based on the Anderson and Peterson model, a comprehensive ranking of passenger trains Presented from the perspective of travelers. The results show that under the assumption of CCR, Saba (normal), Saba (fast), Noor, Zendegi and Parastoo trains have the highest efficiency from the passengers' point of view, and considering the BCC assumption, Fadak, Pardis, and Persian Gulf trains are also included in the total.
Keywords
Diagnosis
Total Quality Management
Fuzzy Analytic Hierarchy Process
Quality Function Deployment
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