A study of customers’ satisfaction from the website services of Iran's Railroad travelling agencies

Services quality is a relatively young scientific course and is just three decade research field. Many researchers believe that the meaning of services quality is unclear, complex and unexplainable because commodity quality can be measured by visible measures such as durability or deficiency numbers of commodity, but services quality has an isolated and unclear structure. This is while promoting services quality is so important because it affects on decreasing costs, increasing satisfaction level, maintenance and protecting customer and increasing proficiency. In this research that is as an industrial engineering M.A thesis, it is tried to evaluate travelling agencies users’ satisfaction of electronic services of I.I.R (Iran Islamic Republic) Railroad after criticizing literatures related to electronic quality and satisfaction, explained “e-qual” research model and then using this model. Research methodology is descriptive and of measuring and sectional ones. Also this research is considered as an operational research. Questionnaire of evaluating web services quality is used as an instrument to gather data. By obtaining the experts opinion, we were able to assign the validity of questionnaire and in order to determine the reliability; SPSS is used to analysis the data. The results have indicated that the satisfaction of users in many usability indicators is high. Also in some cases, satisfaction of users in service interaction is low.