An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul

Celik E., BİLİŞİK Ö. N., Erdogan M., Gumus A. T., Baracli H.

TRANSPORTATION RESEARCH PART E-LOGISTICS AND TRANSPORTATION REVIEW, vol.58, pp.28-51, 2013 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 58
  • Publication Date: 2013
  • Doi Number: 10.1016/j.tre.2013.06.006
  • Journal Name: TRANSPORTATION RESEARCH PART E-LOGISTICS AND TRANSPORTATION REVIEW
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.28-51
  • Keywords: Interval type-2 fuzzy sets, GRA, TOPSIS, Customer satisfaction, Public transportation, Istanbul, GREY RELATION ANALYSIS, GROUP DECISION-MAKING, SERVICE QUALITY, PERFORMANCE, TOPSIS, CONSUMPTION, SELECTION, MODEL, CONSEQUENCES, DETERMINANTS
  • Yıldız Technical University Affiliated: Yes

Abstract

In this paper, the problems of public transportation customers in Istanbul are addressed and their satisfaction levels are evaluated by using customer satisfaction survey and statistical analysis. A novel interval type-2 fuzzy MCDM method is proposed based on TOPS'S and GRA, to evaluate and improve customer satisfaction in Istanbul public transportation. Then, the criteria need to be improved are determined and different improvement suggestions are made for all public transportation firms. (c) 2013 Elsevier Ltd. All rights reserved.