Preprint Article Version 1 This version not peer reviewed

Investigating the Relationship between Service Quality and Customer Satisfaction (Case Study: Passengers of Kaveh and Sofeh Terminals in Isfahan)

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). Preprints 2017, 2017100107 (doi: 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 (doi: 10.20944/preprints201710.0107.v1).

Abstract

The aim of this study was to evaluate the nature of relationship between service 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 Cochran formula. 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.

Subject Areas

Bus; Customer satisfaction; Intercity terminal; SERVQUAL Model

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