بررسي تاثير رضايت مشتري بر كارايي سيستم حمل‌ونقل ريلي مبتني بر شاخص‌هاي عدالت‌محوري

Equity , Efficiency , Customer Satisfaction , DEA , DEMATEL , Accessibility , Service Quality , Planning an‎d Scheduling , Fair Pricing , Transparency an‎d Participation , Sustainable Development , Regression Hierarchy

The Impact of Customer Satisfaction on the Efficiency of the Railway Transportation System based on Equity Indicators

مهندسي راه آهن و برنامه ريزي حمل و نقل

Rail freight transport, as one of the important pillars of sustainable development, plays an effective role in promoting economic productivity, reducing logistics costs, an‎d achieving social justice. Despite this importance, the performance of the rail freight transport system in Iran, especially in terms of fair distribution of services, customer satisfaction, an‎d the level of efficiency of railway areas, faces challenges such as unequal access, poor quality of services, an‎d managerial inefficiency. Therefore, the main objective of the present study is to investigate the effect of justice-oriented indicators on customer satisfaction an‎d efficiency of the rail freight transport system. In this study, justice-oriented is considered as a multidimensional construct including accessibility, fair pricing, service quality, transparency an‎d participation, planning an‎d scheduling, an‎d sustainable development. The basic assumption of the study is that justice-oriented indicators directly an‎d indirectly affect customer satisfaction an‎d efficiency of railway areas, an‎d improving the perception of justice can lead to improved overall system performance. In order to identify the causal relationships between the indicators, the DEMATEL method was used, an‎d based on the results, the inputs an‎d outputs of the Data Envelopment Analysis (DEA) model with the BCC approach were determined to eva‎luate the efficiency of the countryʹs railway areas during the years 1401to 1403. Also, in order to examine the role of justice-oriented indicators in explaining efficiency an‎d customer satisfaction, the hierarchical regression method was used. The research findings show that justice-oriented indicators have a positive an‎d significant effect on customer satisfaction an‎d the efficiency of railway areas. These results are consistent with the findings of previous studies in the field of rail transportation an‎d logistics an‎d emphasize the role of components such as service quality, fair access, an‎d transparency in promoting customer satisfaction an‎d improving system performance, which indicates the external validity of the research results. Overall, the results of this study show that paying attention to fairness is an effective approach to improving efficiency, customer satisfaction, an‎d achieving sustainable performance in the rail freight transportation system, an‎d can provide a suitable scientific basis for policymaking, planning, an‎d optimal resource allocation in this sector.

5

171335