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, cilt.58, ss.28-51, 2013 (SCI İndekslerine Giren Dergi) identifier identifier

  • Cilt numarası: 58
  • Basım Tarihi: 2013
  • Doi Numarası: 10.1016/j.tre.2013.06.006
  • Dergi Adı: TRANSPORTATION RESEARCH PART E-LOGISTICS AND TRANSPORTATION REVIEW
  • Sayfa Sayısı: ss.28-51

Özet

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.