Evaluating Satisfaction From Taxi Organization Based on Citizen and Taxi Drivers (Case study: Shiraz)

At the moment taxi is so important in transportation system of Shiraz. At least 25 percent of citizen use taxi in daily trips and there are more than 12000 taxi drivers, so it is important to evaluate the satisfaction of this huge number of stake holders.
Nowadays municipalities as a public organization should pay attention to the citizens as a costumer and should try to take their satisfaction. So taxi organization, as a subsystem of municipality, should evaluate its customer satisfaction. In TQM there are two kind of customers (internal customers and external customers). In taxi organization internal customers are taxi drivers and external customers are citizen. So it is important to introduce the factors which effect on these groups to evaluate satisfaction of taxi organization.
These indicators has been introduced in 4 dimensions: taxi drivers, citizen (who used the taxi), taxi organization management and taxi as a vehicle. Two kind of questionnaires has been prepared for citizen and taxi drivers. 100 questionnaires by citizen and 100 questionnaires by taxi drivers has been filled and people choose their satisfaction level of taxi organization based of Likert scale.
The results show that in citizen view there are some problems like: inter welfare equipment, not having change, difficult access in inappropriate times. In taxi drivers view there are some problems in taxi fares, insurance services, taxi organization services, fuel stations, quality of welfare services (like public toilets or retires) and difficult access in inappropriate times.