بررسی اثر کیفیت خدمت و ارزش درک شده بر رضایتمندی مسافران مترو و نقش ناهمگونی جنسیتی، با استفاده از مدل‏سازی معادلات ساختاری

نوع مقاله : علمی - پژوهشی

نویسندگان

1 استادیار، مؤسسه عالی آموزش و پژوهش مدیریت و برنامه‌ریزی، تهران، ایران

2 دانشجوی کارشناسی‏ارشد، موسسه عالی آموزش و پژوهش مدیریت و برنامه‏ریزی، تهران، ایران

چکیده

حمل‏ و نقل ریلی شهری نقشی حیاتی در کارایی سیستم حمل‏ و نقل یک شهر دارد. از طرفی، جلب رضایت مسافران نقش مهمی در تداوم و ترغیب استفاده آنها از آن شیوه حمل‏ و نقل دارد، ترغیب مسافران به استفاده از حمل‏ و نقل همگانی ریلی باعث کاهش مشکلات آلودگی هوا و ازدحام می‏شود. این مطالعه نقش کیفیت خدمت و ارزش درک شده را در رضایتمندی مسافران مورد بررسی قرار داده است. برای این منظور پرسشنامه‏ ای بین مسافران متروی تهران پخش شد که نمونه‏ای ۳۶۳ تایی از آن به دست آمد و با استفاده از روش مدلسازی معادلات ساختاری نقش کیفیت خدمت و ارزش درک شده در رضایتمندی مسافران مورد آزمون قرار گرفت. همچنین مقدار این روابط در بین دو گروه جنسیتی مورد آزمون قرار گرفت. نتایج این مطالعه نشان می‏دهد که تفاوت معناداری در روابط مدل ساختاری بین دو گروه مردها و زن‏ها وجود ندارد. در نتیجه نتایج مدل کلی نشان می‏دهد که ارزش درک شده با ضریب اثر مستقیم ۰٫۴۵۹ و کیفیت خدمت با ضریب اثر مستقیم ۰٫۳۶۱ بر روی رضایتمندی اثر دارند و در مجموع ۵۴٫۳ درصد از واریانس آن را توضیح می‏دهند. همچنین نشانگر مقایسه با مترو ایده آل بهترین نشانگر رضایتمندی و نشانگر منافع در مقابل هزینه ‏ها بهترین نشانگر ارزش درک شده و ایمنی قطار و ایستگاه بهترین نشانگر کیفیت خدمت شناسایی شدند. که می‏توانند به عنوان حوزه‏ های بهبود سطح خدمت مورد استفاده قرار گیرند.

کلیدواژه‌ها


عنوان مقاله [English]

Assessing The Effects of Service Quality and Perceived Value on Satisfaction of Metro Passengers and the Effect of Gender Heterogeneity, using Structural Equation Modeling

نویسندگان [English]

  • ReyhanehSadat Shahangian 1
  • mohammad reza Sourati jabloo 2
1 Assistant Professor at IMPS, Tehran, Iran
2 M.S. Student , IMPS, Tehran, Iran
چکیده [English]

Rail transit has a vital role in city’s transport system’s efficiency. On the other hand, users’ satisfaction motivates them to remain as rail transit users. Encouraging residents to use rail transit ends in less pollution and congestion. This study investigates the role of service quality and perceived value on users’ satisfaction using a data set of 363 questionnaires filled by Tehran Metro users. Using a structural equation modeling reveals that there is no enough evidence to believe in gender differences in the structure and coefficients. The final model, using the whole sample, showed that users’ satisfaction is affected directly by perceived value (0.470) and service quality (0.349). Results reveal that these two factors explain 54.3% of the variance. It also shows that the measure of "the comparison with an ideal metro" is the best measure of satisfaction, the measure of "benefits against costs" is the best measure for perceived value and "the train and the station safety" is the best measure for service quality. These measures can be used as areas of improvement to achieve a better level of service in future.

کلیدواژه‌ها [English]

  • perceived value
  • satisfaction
  • service quality
  • structural equation modeling [SEM]
  • gender
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