PLS Modeling in Order to Satisfaction Criteria Selection ofBusSystem(CaseStudy:BusSystemof Zanjan

Abstract

The term "quality of service" refers to how well a company meets its customers' needs. Increasing the number of people who own cars requires careful evaluation and enhancement of the quality of bus service. Since customer happiness is directly tied to service quality, studying its components is crucial. According to previous research, the following six factors are prioritized by citizens: journey time, convenience, accessibility, pricing, comfort, information, and safety. Indicators of service quality in the Zanjan, Iran, bus system were modeled for this study. The most crucial elements of consumer satisfaction were thus determined by these metrics. Empirical study was conducted by surveying actual travelers, with the resulting data analyzed with Smart PLS. It's important to remember that in the end, a model was created to ascertain consumer satisfaction with the aforementioned characteristics (quality indicators), with the largest weights going to security, comfort, speed, and ease of use. In addition, 59% of users were pleased with this system.