Service Quality, Customer Satisfaction and Customer Loyaltyin RAJA Rail Transportation Company

ABSTRACT:This research paper attempts to study the relationship between service quality and customer satisfaction and loyalty provided by Raja Rail Transportation Company. This research is applied in terms of purpose and descriptive-survey in terms of method. The statistical population consists of all the passengers using trains of Raja Rail Transportation Companyat Tehran stations for intercity travels during winter 2013. There were 384 passengers calculated as the size of statistical sample, which was collected through random stratified selection from 6 major routes ofpassenger trains of Raja Rail Transportation Company. A total of 430 questionnaires were handed out on the trains traveling across these routes, 385 of which were completely filled out. The data collection tool was questionnaire, reliability of which was calculated by Cronbachʹs alpha at 0.963. Furthermore, the one-tailedSpearmanʹs correlation coefficient test was used to test the hypotheses and to obtain final results, which indicated there was a positive relationship between service quality and customer satisfaction and loyalty provided by Raja Rail Transportation Company. Moreover, there was a positive relationship between customer satisfaction and customer loyalty.