Designing a Model for Evaluating Quality of Passenger Services of Noor Al Reza Transportation Rail Company
Subject Areas :
Masoud Barati
1
(1- Department of management, Najafabad Branch, Islamic Azad University, Najafabad, Iran)
Hamid Dadbin
2
(Noor Al Reza Transportation Rail Company)
Keywords: Quality, services, Service Quality. Noor Al Reza Transportation Rail Company,
Abstract :
The main purpose of this research is to designing a model for managing quality of passenger services of Noor Al Reza Transportation Rail Company. The research population is all Iranian travelers who use the services of this company. The sample size was 274 people who were selected by simple random sampling method. In this research, firstly, by studying theoretical foundations and research background, various models were used to measure the quality of services. Three models of SERVQUAL, TRANSQUAL and EN13816 have been used most in the literature. Accordingly, these models were used to select the primary quality specifications. In this way, 39 specifications were identified and the initial questionnaire was designed to measure the quality of the company's services. Validity of the questionnaire was confirmed by three faculty members and the reliability of the questionnaire was confirmed through Cronbach's alpha coefficient. After collecting data using exploratory factor analysis, specifications with a low load factor were eliminated and 22 specifications were classified into five dimensions: convenience, comfort, reliability, beauty, and environment. Then, the model was approved by confirmatory factor analysis method. In the next step, based on the proposed model, the level of service quality of the company was measured and the gap between the expectations and perceptions of the passengers was analyzed.
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