بررسی رابطه بین کیفیت خدمات و رضایت مشتریان بواسطه ارزش ادراک شده خدمات [مطالعه موردی شرکت قطارهای مسافری رجا]

This paper is the result of a case study of Raja Passenger Trains Company. The main purpose of this study is investigating the relationship between service quality, perceived value and customer satisfaction. For this purpose, using two concepts namely service superiority and service adequacy, RAJA Company's service quality was measured and the relationship among these concepts and perceived service value and passenger satisfaction was studied. The research population included all passengers of the Tehran-Mashhad Railroad of Islamic Republic of Iran, of which 385 cases were selected by cluster random sampling method. The instrument for data gathering was a researcher-made questionnaire that was designed by reviewing research literature and by using comments of the academic experts and RAJA company experts. Analyzing the data using structural equations modeling shows that service superiority and service adequacy influence on perceived service value and passenger satisfaction and perceived value plays a mediating role in the effect of "service superiority and service adequacy" on passengers' satisfaction. Furthermore, perceived value has a direct effect on passengers' satisfaction.