Evaluation of service quality in public bus transportation using interval-valued intuitionistic fuzzy QFD methodology
This study aims to develop a quantitative assessment framework for public bus operators to translate the passenger demands into service quality specifications. The results of a customer satisfaction survey, carried out to identify the passenger demands, are used as an input to measure the level of service quality in a public transport operator. Firstly, the number of customer satisfaction criteria is reduced with Principal Component Analysis (PCA) and secondly the evaluation factors are identified with Quality Function Deployment (QFD). Both methods are integrated with an interval-valued intuitionistic fuzzy (IVIF) approach to reflect the uncertainty in the QFD evaluations of decision makers. By this way, our approach synthesizes customer and design requirements via interval-valued intuitionistic fuzzy QFD. The results show that the proposed method helps decision makers of public bus operators to focus on high priority areas so that they can effectively deploy their resources to address people's mobility needs.
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/22105395
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Supplemental Notes:
- © 2019 Elsevier Ltd. All rights reserved. Abstract reprinted with permission of Elsevier.
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Authors:
- Deveci, Muhammet
- Öner, Sultan Ceren
- Canıtez, Fatih
- Öner, Mahir
- Publication Date: 2019-12
Language
- English
Media Info
- Media Type: Web
- Features: Figures; References; Tables;
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Serial:
- Research in Transportation Business & Management
- Volume: 33
- Issue Number: 0
- Publisher: Elsevier
- ISSN: 2210-5395
- Serial URL: http://www.sciencedirect.com/science/journal/22105395
Subject/Index Terms
- TRT Terms: Bus transit; Customer satisfaction; Decision making; Level of service; Passengers; Quality of service
- Subject Areas: Operations and Traffic Management; Public Transportation;
Filing Info
- Accession Number: 01732011
- Record Type: Publication
- Files: TRIS
- Created Date: Feb 26 2020 10:51AM