A Survey of Passenger Terminals’ Level of Service (Comparison between Mashhad and Three Major Cities in Iran)

Due to the high proportion of road transport in the country, passenger terminals have an important role in the movement of passengers between the cities. The main purpose of urban management in such organizations is improving the quality of service. The passenger terminals organization is one of the municipal services providers which are responsible for terminal services management. This study aims on the evaluation of the level of service in passenger terminals in Mashhad, comparing with three major cities in Iran, with approximate methods calculated area for passenger in passenger terminals of Mashhad. This calculation have been also estimated for the coming years, 2016, 2021 and 2031. The results showed that from the three terminals of Mashhad in 2015 (Imam Reza, Meraj and Rahe Abrisham), of Imam Reza and Meraj terminals are in class A and have standard space for equipment dedicated to the travelers. But Rahe Abrisham terminal needs to improve services and enhance space. In the long-term (2031), both terminals Meraj and Rahe Abrisham will need to change and improve the level of service.