Version 1
: Received: 9 October 2017 / Approved: 16 October 2017 / Online: 16 October 2017 (12:58:16 CEST)
How to cite:
Namini, I.I.; Bahranifard, A.; Adibi, F. Investigating the Relationship between Service Quality and Customer Satisfaction (Case Study: Passengers of Kaveh and Sofeh Terminals in Isfahan). Preprints2017, 2017100107. https://doi.org/10.20944/preprints201710.0107.v1
Namini, I.I.; Bahranifard, A.; Adibi, F. Investigating the Relationship between Service Quality and Customer Satisfaction (Case Study: Passengers of Kaveh and Sofeh Terminals in Isfahan). Preprints 2017, 2017100107. https://doi.org/10.20944/preprints201710.0107.v1
Namini, I.I.; Bahranifard, A.; Adibi, F. Investigating the Relationship between Service Quality and Customer Satisfaction (Case Study: Passengers of Kaveh and Sofeh Terminals in Isfahan). Preprints2017, 2017100107. https://doi.org/10.20944/preprints201710.0107.v1
APA Style
Namini, I.I., Bahranifard, A., & Adibi, F. (2017). Investigating the Relationship between Service Quality and Customer Satisfaction (Case Study: Passengers of Kaveh and Sofeh Terminals in Isfahan). Preprints. https://doi.org/10.20944/preprints201710.0107.v1
Chicago/Turabian Style
Namini, I.I., Asma Bahranifard and Fariba Adibi. 2017 "Investigating the Relationship between Service Quality and Customer Satisfaction (Case Study: Passengers of Kaveh and Sofeh Terminals in Isfahan)" Preprints. https://doi.org/10.20944/preprints201710.0107.v1
Abstract
The aim of this study was to evaluatethe nature of relationship betweenservice quality and customers’ satisfaction thorough SERVQUAL model. This study can be considered as an applied research, from purpose point of view and descriptive-survey, with regards to the nature and method. Passengers of Kaveh and Sofeh terminal in Isfahan have been considered as research population. Sample size included 200 passengers witch was determined by Cochranformula. Spss 19 was used to analyze collected data. Results show that there is a significant positive relationship between service quality and customers’ satisfaction. It is also proved that in terms of the importance of satisfactions’ dimensions, assurance is the most important aspect and then reliability, empathy, equipment appearance and responsiveness in sequence are the most important dimensions.
Keywords
Bus; Customer satisfaction; Intercity terminal; SERVQUAL Model
Subject
Business, Economics and Management, Econometrics and Statistics
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
