Providing a Systematic Model to Determine the Efficiency of Urban Transport Organizations, Focusing on Quality of Service and Customer Satisfaction, to Rank Citizens Satisfaction by DEA Method

Abstract

Despite the growing trend of IT-based systems, the implementation of the CSM system in urban transport services companies such as Tehran bus service can greatly assist in the efficient management of maintenance and repair activities, thereby reducing equipment failure and increasing reliability, increasing productivity, and most importantly increase the efficiency and productivity of its staff. CRM is one of the fast-growing management approaches that leads to improved competitive position, greater market share and profitability. The purpose of this paper is to evaluate and explain the level of satisfaction of passengers with urban transport system, measure the efficiency of staff, identify efficient and inefficient systems, and rank the degree of satisfaction, over different time periods, and finally to compare and evaluate the effect of effective factors on their efficiency to enhance the organization's productivity with a customer satisfaction approach. In order to implement CRM in DEA model, input and output variables are respectively service quality and customer satisfaction. For this purpose, after identifying the factors affecting customer satisfaction through questionnaires distributed among 2500 passengers over 17 six-month periods, a DEA model including 3 inputs and 2 outputs is defined. By solving the model using the CCR method, the periods of efficient and inefficient are identified and the results of sensitivity analysis on the model inputs show the effect of each input on the output according to the rankings performed.