Study and evaluation of customer needs by considering the quality indicators of Tehran Subway with a life cycle approach

The main aim of this study is to reduce costs and improve the efficiency of the Tehran subway project. The approach to this research is a system engineering with life cycle methodology. Needs analysis is the first phase of the life cycle and the next phases are Design, production, operation, support, and retirement. Needs analysis, which is the first and most important phase of the life cycle, has been performed in this research. For this purpose, a questionnaire including 42 questions was distributed and collected from 220 customers of Tehran Subway. 10 factors that have more than 70% of the variance of customer needs were discovered through exploratory factor analysis and named subway quality indicators. In addition, 39 customer needs with specific values greater than one and operating loads greater than 0.5 were identified and selected as customer needs. Then, using the network analysis process method and the MATLAB software, the importance of each of the subway quality indicators and the importance of customer needs indicators was achieved. And finally graded. Based on the findings of this study, in the implementation of the design phase of the Tehran subway life cycle, all 10 indicators of subway quality should be considered, but the availability of vehicles and station facilities need more attention. Also, all 39 subway customers need indicators that should be considered in the design, but the top 10 requirements indicators are much more important than the other 29 indicators.