The effect of perceptions and satisfaction of users of public transportation system on their loyalty (Case study: District 11 of Tehran)

Document Type : Original Article

Authors

1 Associate Professor, Department of Management, Payam Noor University, Tehran, Iran

2 Master's Student in Executive Management, Payam Noor University, Garmsar Center, Iran

Abstract

The purpose of this study is to investigate the effect of perceptions and satisfaction of users of the public transportation system on their loyalty. The present study is empirical in terms of purpose and in terms of the nature is correlation. The statistical population includes all citizens of district 11 of Tehran city from which 384 people in 2018 were selected by convenience sampling. To test the research hypotheses, two single-sample t-test and correlation test were used. Findings indicate that considering the general components, perceptions and satisfaction of users of the public transportation system, has a positive and significant effect on their loyalty. Regarding the sub-hypotheses of the research, the results indicate that the satisfaction of users of the public transportation system (metro services) only from safety and cleanliness, has a positive and significant effect on their loyalty, and this is not the case with the accuracy of metro information. Also, there was no significant effect on the satisfaction of users of the bus and taxi transportation system.

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Main Subjects

New Applied Studies in Management, Economics & Accounting
Volume 1, Issue 3
September 2018
Pages 19-32

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History

  • Receive Date: 15 June 2018
  • Revise Date: 10 July 2018
  • Accept Date: 05 August 2018

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