Citizen Satisfaction Evaluation by Multi Criteria Satisfaction Analysis Method (Case Study of Shiraz Bus Rapid Transit)

Document Type : Research Paper

Authors

MSc. of Industrial Management, Faculty of Management University of Shiraz, , Iran

Abstract

In this article Multi Criteria Satisfaction Analysis method (MUSA) has been described then passenger’s satisfaction about Shiraz Bus Rapid Transit (BRT) has been evaluated. This method is one of the satisfaction analysis techniques which has overcome on weakness points of preceding methods. Customer feedback and judgments (in questionnaire) are converted to linear planning models and then solved by this method, lead to evaluate satisfaction and importance of each satisfaction aspects in the organization which is the result of all individual customer judgments combination. Results revealed that physical assets and facilities and confidence capability in passenger’s view point had the most importance of 0/5859 and 0/4140 and at least average of satisfaction level (1 Percent) respectively. In the other hand sub criteria of bus security, stations safety, suitable services in latest night hours, access to stations, passenger’s crowding in bus and sufficient rapid bus transit paths existence in city area had the most influence on the passenger’s satisfaction level.

Keywords

References

Arab Solghar, L. (2010). Investigation of Bus Services level in Shiraz City (Shiraz, Region no.6). Master Thesis, University of Shiraz. (in Persian)
Astuti Budiono, O. (2009). Customer Satisfaction in Public Bus Transport. Master Thesis, Karlstad.
Eboli, L.,  Mazzulla, G. (2009). A New Customer Satisfaction Index for Evaluating Transit Service Quality.Journal of Public Transportation, 12(3), 21-37.
Grigoroudis, E., & Siskos, Y. (2002). Preference disaggregation formeasuring and analysing customer satisfaction: The MUSA method. European Journal of Operational Research, 143(1), 148-170.  
Grigoroudis, E., & Siskos, Y. (2010). Customer Satisfaction Evaluation. New York. Springer.
Guirao, B., García-Pastor, A., & López-Lambas, M. E. (2016). The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs. Transport Policy, 49, 68-77.
Islam, R., Chowdhury, M.S., Sarker, M.S. & Ahmed, S. (2014). Measuring customer’s satisfaction on bus transportation. American Journal of Economics and Business Administration, 6(1), 34-41.
Khalili Damghani, K., Taghavi fard, M., Karbaschi, K. (2015). An combined approach based on multi criteria satisfaction analysis and three stage network data envelopment analysis for evaluating of the Iran Melli bank branches efficiency. Industrial management studies, 14(40), 75-109. (in Persian)
Mehregan, M. R., Modares Yazdi, M., Hasan Gholipur, T., Safari, H., & Dehghan Nayeri, M. (2013). Mullti criteria satisfaction analysis: applivation of MUSA in practice (Banking industry study) and it’s weakness points. Industrial Management, 5(1), 139 162.(in Persian)
Morton, C., Caulfield, B., & Anable, J. (2016). Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4(3), 199-207.  
Mohammadpur, S., Sarafi, M., & Tavaloli Niya, J. (2015). Analysis of passengers satisfaction about the service quality of the transit bus with approach of sustainable transport (Case study: Tehran, region). Quarterly Journal of Human Geography, 7(3), 24-40.
Nori, I., & Fatahi, K. (2011). Measuring of Customer Satisfaction about Service Quality in Toseye Saderat Iran bank with Multi criteria Satisfaction Analysis methodManagement researches in Iran. Management researches in Iran, 15(2), 205-229. (in Persian)
Olivková, I. (2015). Model for Measuring Passenger Satisfaction and Assessing Mass Transit Quality. Public Transportation, 18(3), 52-70.  
Rahimi pour, A. (2012). Investigation of effective factors on Iran’s Tejarat bank customer satisfaction and measuring of their satisfaction level by using of multi criteria satisfaction criteria. Master Thesis, Tarbeyat Modares University, Tehran. (in Persian)
Sabet Sarvestani, M. (2013). Measuring of Citizen Satisfaction about Service Quality of Urban Parks in Shiraz City with Multi criteria Satisfaction Analysis method. Master Thesis, University of Shiraz. (in Persian)
Shaaban, K., & Khalil, R. F. (2013). Investigating the Customer Satisfaction of the Bus Service in Qatar. Procedia - Social and Behavioral Sciences, 104, 865-874.  
Soltani, A. (2014). BRT’s performance Comparative Evaluation by using of passengers feedback(case study of Zand-Namazi line in shiraz) Geography and Environmental Planning. Geography and Environmental Planning, 26(1), 35-52. (in Persian)
Soltani, A., & Falah Manshadi, A. (2013). Integrating of transportation System to Achieve sustainable transport. Urban Studies, 5, 47-60.
Soltani, A., Vojdani Dorostkar, N., & Fazli, B. (2012). A Model for Measuring the bus Services Quality in Shiraz by using of Passengers feedback. Paper presented at the Eleventh International Conference of Transport and Traffic Engineering Iran. (in Persian)
Industrial Management Journal
Volume 9, Issue 3
2017
Pages 497-514

Files

Share

How to cite

Statistics