Investigating the Impact of Service Quality of “Zendegi” Train on the Passengers’ Loyalty and Satisfaction

Abstract

The aim of present research is to investigate the impact of service quality of “Zendegi” train on passengers’ loyalty and satisfaction. The model of this research has been formed by using service quality, novelty, perceived value, perceived price, passenger’s satisfaction, passenger’s loyalty. The survey method of this research is applied in terms of goal, and it is correlation method in terms of survey method, and by applying questionnaire tool and survey method, the required data has been collected by simple random method among 100 passengers of “Zendegi” train (Tehran-Mashhad route and vice versa). In this research, the data has been analyzed by using SPSS 18 software. The confirmation of the relationship between variables and factors has been performed through Confirmatory Factor Analysis and Structural Equation Modeling Technique by using Smart PLS2 software to test the hypotheses with the aim of assessing concurrent direct or indirect relationship between variables. The research results indicate that service quality has significant relationship with novelty, perceived value, passenger’s satisfaction, and also novelty has direct impact on customer’s satisfaction and loyalty.  The relationship between perceived value and passenger’s satisfaction has also been confirmed. Passenger’s satisfaction has significant relationship with passenger’s loyalty.