Journal of Transportation Research

Journal of Transportation Research

Measuring Customer Satisfaction in Different Units of Imam Khomeini Port by Using the ECSI Model

Document Type : Original Article

Authors
Heshmat allah Valimanesh 1
Homayoun Yyousefi 2
Asghar Rashnoodi 3
1 M.Sc., Grad., Khorramshahr University of Marine Science and Technology, Khorramshahr, Iran.
2 Associate Professor, Department of Maritime Transport, Faculty of Maritime Economics and Management, Khorramshahr University of Marine Sciences and Technology, Khorramshahr, Iran.
3 Assistant Professor, Department of Maritime Business Management, Faculty of Maritime Economics and Management, Khorramshahr University of Marine Sciences and Technology, Khorramshahr, Iran.
10.22034/tri.2024.430394.3214
Abstract
This research was conducted the aim of measuring customer satisfaction in Imam Khomeini Port using the ECSI. The main tool for collecting information in this research is questionnaire. The population of this research includes the customers of the General Directorate of Ports and Maritime Affairs­. The sample is equal to 225 people and the sampling method is available sampling. The analysis tool of this research is SPSS and AMOS software. To determine the presence or absence of influence between the variables and to estimate and generalize the results obtained from the sample size to the statistical population, a simple and multiple regression with an obvious variable was used to evaluate the research hypotheses. According to the findings of this research, the mental image has an effect on the level of customer satisfaction and 33% of the variance of customer satisfaction is explained by the mental image, expectations on the level of customer satisfaction. It has been effective and 46% of the variance of customer satisfaction is explained by expectations, the perceived quality has influenced the level of customer satisfaction, and 39% of the variance of customer satisfaction is explained by perceived quality. The perceived value (using the ECSI model) has influenced the level of customer satisfaction and 36% of the variance of customer satisfaction is explained by the perceived value. The response to customer complaints (using the ECSI model) on the level of customer satisfaction has been effective and 43% of the variance of customer satisfaction is explained by the response to customer complaints, using the ECSI model, customer satisfaction can be predicted and improved, and 40% of the variance of customer satisfaction is explained by the mental image, expectations, and perceived quality. Perceived value, response to customer complaints are explained based on the ECSI model­.
Keywords
Customer Satisfaction
Mental Image
Perceived Value
Expectations
Subjects
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