Analysis and establishment of bus rapid transit (BRT) on customer satisfaction in Tehran

This research aims at exploring and analyzing the Bus Rapid Transit (BRT) in passengers' satisfaction in Tehran City, which has been the huge event in public transportation. In doing this research, after exploration of models and approaches in service quality, Vahed Company, as public services organization, serves passengers and uses quality models that emphasize customer satisfaction. However, the conceptual model based on primary and sub hypothesis was designed. For gathering data, two questionnaires were used for BRT passengers and customers satisfaction. The research hypotheses were tested by a correlation test and all the hypotheses were verified. The sequences of priorities in passengers' satisfaction were drivers' behavior, ergonomics, bus velocity and service item. There was a significant relationship between passengers' satisfaction and BRT quality. Also, it was concluded that drivers' behavior item with mean of 1.99, bus velocity with mean of 2.04, ergonomics item with mean of 2.87 and service quality of BRT with mean of 3.10 were from first to fourth of the passengers' satisfaction priority, respectively.