The Measurement of the Commuter Trains’ Passengers’ Satisfaction, Using KANO Model

The purpose of this paper is to identify the expectations of commuter trains passengers and understand parameters that improving them has the greatest impact on the level of passenger satisfaction. In this study, using of the impact of each factor on the passenger satisfaction increase/decrease is calculated and then, the analytic results of KANO model have been used separately for detailed analysis and evaluation of service quality and measuring the satisfaction level. The present study can be considered as an applied research. Passengers’ need assessment is conducted through two times of survey by descriptive research method and data collection is performed through survey method. Two hundred passengers of Tehran commuter train were asked to answer the questionnaires for a week in the second half of December 2015; it was found that using the travel pass for passengers is more important than the other factors; the presence of modern equipment inside the train (particularly television), has the greatest impact on increase the passengers’ satisfaction. The staff willingness to help passengers, especially passengers who are disabled or handicapped, as well as the employees’ willingness to resolve the issues causing delay is also among the factors that enhance the passengers' satisfaction. Another contributing factor is the convenient access to the station using other modes of transportation that has the greatest impact on the passengers.