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.

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