Comparitive investigation of users’ satisfaction with the quality of electronic services of Raja Pasenger Trains Company and Railway of Iran

Efforts to understand and measure the service quality is the management challenges, especially in recent decades. Web also targets governmental services & organizations can present service for more customers by providing electronic services of web to accelerate & increase quality of services without need to physical presence of customers. Awareness of the concept of service quality and its efforts to improve service quality and levels of service quality can lead to increased customer satisfaction. In this research that is as an industrial engineering M.A thesis, it is tried to evaluate users’ satisfaction of electronic services of I.I.R (Iran Islamic Republic) Railway and Raja Passenger Trains Companyafter criticizing literatures related to service 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 haveindicated that the satisfaction of users in many usability indicators is high.