ABSTRACT
Providing medical services to injured passengers and personnel in a short time is the major goal of Tehran metro superior services regarding the progressive increase in population in metropolises; the importance of public transportation network development; and also the role of metro in transporting a large number of passengers. This research aims to study the effect of medical emergency bases on the quality of the passenger services in Tehran metro stations. In this cross-sectional research which is case study, about 402 persons including emergency personnel [37]; customers of main stations [185] and customers of secondary stations [180] were surveyed by using three separate kinds of questionnaires, which their validity was confirmed by Cronbach's Alfa test [0.82 for emergency personnel and 0.90 for customers of the main and secondary stations]. The scoring system was determined based on Likert and the related experts' viewpoints. The findings show the major factors of satisfaction are as follows: the quality indicator of "providing services" in viewpoint of personnel [p value = 0.004]; the indicator of "transportation" in the viewpoint of the main stations customers [p value = 0.000] and also passengers were more satisfied with medical emergency bases than the referred personnel [p value = 0.096]. According to the results, establishment of medical emergency base is the major factor of customers' satisfaction from main stations and it has a great effect on the quality of passenger services despite less satisfaction of personnel