تحلیل انتظارات شهروندان از قطار شهری با استفاده از مدل کانو و تصمیم‌گیری چند معیاره فازی، مورد مطالعه: شهروندان شهر اصفهان

نوع مقاله: مقاله پژوهشی

نویسندگان

1 استادیار گروه مدیریت، واحد دهاقان ،دانشگاه آزاد اسلامی ، دهاقان، ایران

2 دانشجوی دکتری مدیریت صنعتی_ مالی، واحد دهاقان،دانشگاه آزاد اسلامی ، دهاقان، ایران

3 دانشجوی دکتری مدیریت صنعتی_ مالی، واحد دهاقان، دانشگاه آزاد اسلامی، دهاقان، ایران

چکیده

افزایش استفاده از حمل­ونقل عمومی یکی از راحت‌ترین راه‌حل‌ها برای رفع مشکلات ناشی از استفاده بیش از حد از وسایل نقلیه شخصی (ازدحام، آلودگی، سروصدا و ...) در اکثر مناطق شهری است. به منظور بهبود حمل­ونقل عمومی، توسعه ابزار مناسب برای اندازه‌گیری و نظارت بر کیفیت خدمات ضروری است. در میان روش‌های مختلف به منظور اندازه‌گیری کیفیت خدمات حمل­ونقل، پژوهش حاضر تصمیم به اتخاذ روشی مبتنی بر دیدگاه مشتری دارد. هدف پژوهش حاضر بخش‌بندی و تحلیل انتظارات شهروندان از قطار شهری اصفهان،‌ با استفاده از الگوهای‌KANO ،FAHP ‌ و FTOPSIS است. نوع تحقیق براساس هدف کاربردی و براساس شیوه گردآوری داده‌ها، توصیفی از نوع تحلیلی است. برای جمع‌آوری اطلاعات، آمیخته‌ای از مطالعات کتابخانه و میدانی صورت گرفت. براساس مطالعات کتابخانه‌ای، مبانی نظری تحقیق، تدوین گردید و تعداد 15 مورد از مهمترین انتظارات شهروندان شناسایی شد. براساس روش میدانی، داده‌های مورد نیاز با استفاده از سه نوع پرسشنامه کانو، مقایسات زوجی و سنجش اهمیت گردآوری شد. جامعه آماری در این پژوهش شامل دو گروه است. گروه نخست که به پرسشنامه کانو پاسخ داده‌اند، تمامی شهروندان استفاده کننده از قطار شهری شهر اصفهان هستند. برای تعیین حجم نمونه جامعه نخست از جدول مورگان استفاده شد. براساس این جدول، حجم نمونه مورد مطالعه 380 نفر تعیین گردیده و از روش نمونه‌گیری تصادفی ساده استفاده شد. گروه دوم جامعه‌ آماری که به پرسشنامه مقایسات زوجی بین گزینه‌ها و پرسشنامه سنجش اهمیت شاخص‌ها پاسخ داده‌اند، شامل خبرگان و کارشناسان فعال در زمینه قطار شهری هستند. در پایان نتایج حاصل از رتبه‌بندی گزینه‌ها حاکی از آن بود که گزینه مناسب‌ بودن زمان انتظار مسافران برای دریافت خدمت، از اولویت برتری نسبت به سایر گزینه‌ها برخورداراست.                                                         

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

analyze the expectations of the urban train using, KANO model and Fuzzy MCDM, Case Study: Citizens of Isfahan City

نویسندگان [English]

  • sayyed mohammad reza davoodi 1
  • masood ataee gharacheh 2
  • masoud mokhtari karchegani 2
  • Farhad javanmard 3
1 Department of management
2 Ph.D. student of Industrial Management-Finance, Islamic Azad University of dehaghan, Dehaghan, Iran
3 Ph.D. student of Industrial Management-Finance, Islamic Azad University of dehaghan, Dehaghan, Iran

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