A Service Quality Importance-Performance Gap Analysis of Intercity Bus Transport: Case of Esfahan-Golpayegan Route

  • سال انتشار: 1398
  • محل انتشار: شانزدهمین کنفرانس بین المللی مهندسی صنایع
  • کد COI اختصاصی: IIEC16_170
  • زبان مقاله: انگلیسی
  • تعداد مشاهده: 603
دانلود فایل این مقاله

نویسندگان

Javid Jouzdani

Department of Industrial Engineering, Golpayegan University of Technology, Golpayegan, Iran;

Hadi Shirouyehzad

Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran;

Masoume Messi Bidgoli

Department of Industrial Engineering, Golpayegan University of Technology, Golpayegan, Iran;

Zahra Ranjkesh

Department of Industrial Engineering, Golpayegan University of Technology, Golpayegan, Iran;

چکیده

Transportation has always been a significant aspect of human life. More specifically, public transport has become a major means of transportation in societies. Among the modes of public transport, intercity bus transport is of critical importance, especially in Iran. In order to prosper, intercity bus transport service quality is crucial. Measuring the service quality level and analysis of the gap between the perceptions of the customers and the performance of the service provider can reveal valuable information to the decision makers. Therefore, in this research, a service quality importance-performance analysis of intercity bus transport for Golpayegan-Esfahan route is performed using SERVQUAL model. The analysis of the results indicate that there is a significant gap between the customers’ expectation and perception in all the 6 dimensions of service quality. Through detailed analysis of 22 factors of service quality, further insight is provided for the decision makers. Finally, some suggestion are made for improving the service quality of the studied case.

کلیدواژه ها

Service Quality, Intercity Bus Transport, Importance-Performance Analysis, Esfahan, Golpayegan

مقالات مرتبط جدید

اطلاعات بیشتر در مورد COI

COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.

کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.