Study of Delphi Technique in the Application of the Identification of the Factors Affecting The Satisfaction of Passengers in Road Transport Industry

One of the main indicators of economic development of country is growth and development of the transportationindustry. The role of transport in sustainable development is very clear and irrefutable. The dramatic developmentsin the world of today and the deep transport connections with everyday life in terms of access to services and socialwelfare, indicate the importance and role of transportation and is a major component of the national economy. Thestudy aimed to identify and rank the factors affecting passenger satisfaction in the road transport sector has beencarried out. After identifying the factors affecting passenger’s satisfaction with the results of other researchers andthrough interviews with senior managers and executives in the industry studied and also, field observations andsurveys in this area, factors affecting passenger satisfaction in the road transport industry to identify and by the twostageDelphi method, in the form 43 factor finalized. Then, due to a number of factors were identified, using aquestionnaire distributed among the passengers, while determine the degree of importance of factors at lookingthem, factor analysis and classification of variables in the form eleven factor was considered.

کلیدواژه ها:

Customer satisfaction ، Passenger ، road transport industry ، the Delphi technique ، factor analysis