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مقاله

مقاله : «Analysis and Establishment of Bus Rapid Transit (BRT) On Customer Satisfaction in Tehran»

عنوان مقالهAnalysis and Establishment of Bus Rapid Transit (BRT) On Customer Satisfaction in Tehran
نويسندهAli Mokhtari Mughari
زبانانگليسي
سال انتشار2010
نشريهAfrican journal of business management
ناشرISI
چكيده

This research with aim of exploration and analysis of Bus Rapid Transit (BRT) in passengers satisfaction of Tehran city which has been as the huge event in public transportation.

For doing of this research after exploration of models and approaches in service quality, this point that Vahed company as public services organization serves passengers and using of quality models that emphasizing customer satisfaction; the conceptual model based on primary and sub hypothesis was designed. For gathering data, two questionnaires were used for BRT passengers and customers satisfaction. The Research hypotheses were tested by correlation test, all the hypotheses were verified. The sequences of priorities in passengers' satisfaction were drivers' behavior, ergonomics, bus velocity and service item. There was a significant relationship between passengers' satisfaction and BRT quality. Also it was concluded that drivers' behavior item with mean of 1.99, bus velocity with mean of 2.04, Ergonomics item with mean of 2.87 and, service quality of BRT with mean of 3.10 were first to fourth priority respectively.

كليدواژهBRT; customer Satisfaction ; Servqual ; TQM ; Service Quality
وضعيت[فقط كتابشناسي] متن کامل مقاله در ادامه همین صفحه
درباره مطلب جاري نظر دهيد
اين مطلب يكي از مطالبي است كه توسط اعضاي سايت درج شده است.

Analysis and Establishment of Bus Rapid Transit (BRT) On Customer Satisfaction in Tehran

نويسنده : Ali Mokhtari Mughari
سال انتشار : 2010
چكيده

This research with aim of exploration and analysis of Bus Rapid Transit (BRT) in passengers satisfaction of Tehran city which has been as the huge event in public transportation.

For doing of this research after exploration of models and approaches in service quality, this point that Vahed company as public services organization serves passengers and using of quality models that emphasizing customer satisfaction; the conceptual model based on primary and sub hypothesis was designed. For gathering data, two questionnaires were used for BRT passengers and customers satisfaction. The Research hypotheses were tested by correlation test, all the hypotheses were verified. The sequences of priorities in passengers' satisfaction were drivers' behavior, ergonomics, bus velocity and service item. There was a significant relationship between passengers' satisfaction and BRT quality. Also it was concluded that drivers' behavior item with mean of 1.99, bus velocity with mean of 2.04, Ergonomics item with mean of 2.87 and, service quality of BRT with mean of 3.10 were first to fourth priority respectively.

كليدواژه : BRT; customer Satisfaction ; Servqual ; TQM ; Service Quality
درباره مطلب جاري نظر دهيد  

 

 

 

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