A proposed service level improvement methodology for public transportation using interval type-2 fuzzy EDAS based on customer satisfaction data

DEMİRCAN M. L., Tunc S.

International Conference on Intelligent and Fuzzy Systems, INFUS 2019, İstanbul, Turkey, 23 - 25 July 2019, vol.1029, pp.1351-1359 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 1029
  • Doi Number: 10.1007/978-3-030-23756-1_158
  • City: İstanbul
  • Country: Turkey
  • Page Numbers: pp.1351-1359
  • Keywords: Customer satisfaction, EDAS, Interval type-2 fuzzy sets, Multi criteria decision making (MCDM), Public transportation
  • Galatasaray University Affiliated: Yes

Abstract

Quality of service is one of the most important agents which encourages the use of public transportation systems. This study aims to propose a convenient methodology for the evaluation of customer satisfaction levels to show and improve service level for each bus operator in Istanbul. An interval type-2 fuzzy EDAS method is proposed for the evaluation and improvement of public transportation bus operators’ service level based on customer satisfaction surveys. The proposed approach contributes decision makers to determine future investment fields for service level improvement meanwhile it shows a general level for the operational shortcomings of the service provided.