An Investigation into the Identification of the Priority of the Effective Factors on the Passengerʹʹs Satisfaction of the Quality of Welfare Services of Mehran Terminal by the Use of Kano Model

No organization can be consistent without its customers, customers satisfaction method is used by most of companies and organization to improve the customers’ tendency toward their services which also can be used to identification of their thought. This study is an investigation into the identification of priority of the effective factors on the passengerʹs satisfaction by the use of Kano model. The statistical population of this study is the entire passengerʹs who used the welfare services in 2012-2013. 171 of them are chosen as the sample volume by the use of Takman X Morgan identification sample volume table. Accidental sample was used and the main data gathering instrument was Kano questionnaire. The content validity of this questionnaire was validated by Ilam and Semnan Azad-university, science and research branch management experts. The reliability of research instrument was validate by carrying out pilot-test and Chronbakh ? and with primary amount of 88%. The results of data analysis shows that in main requirements group the following variables are of the most important: computer observing of passports and passengerʹs identification documents, installing control instrument of passengerʹs to facilitate the services of entrance and existing. From functional requirements point of view, services of imported goods passengerʹs entrance and existing services, custom agent and organic and vegetarian quarantine variables and from motivational requirements, information station, terminal telecommunication, rest rooms and free cell phone charge variables are so important.