Toplu Taşımacılıkta Müşteri Memnuniyetini Geliştirmek için Aralıklı Tip-2 Bulanık Yöntemini Temel Alan Bütünleşik Bir TOPSIS, GRA ve VIKOR

Yıl 2018, Cilt: 39 Sayı: 1, 274 - 293, 16.03.2018

Muhammet Deveci

https://doi.org/10.17776/csj.347964

Cited By: 2

Öz

Son zamanlarda, aralıklı tip-2 yöntemleri ile
çok kriterli karar verme problemleri hem araştırmacıların hem de
uygulayıcıların dikkatini çekmiştir. Bu çalışmada, İstanbul’daki tüm taşıma
modlarında (metro, otobüs ve metrobüs) müşteri memnuniyetinin değerlendirilmesi
için bir aralıklı tip-2 bulanık TOPSIS ve GRA tabanlı VIKOR yöntemi
önerilmiştir. Buna ek olarak, problemi çözmek için aralıklı tip-2 bulanık
TOPSIS yöntemi de kullanılmaktadır. Toplu taşıma kullanıcılarının hizmet
memnuniyetini etkileyen faktörleri araştırmak için bir online (çevrimiçi) anket
yürütülmüştür. Veriler, İstanbul’da toplu taşıma kullanıcısı olan 323 kişiden
toplanmıştır. Sonuç olarak, toplu taşımada müşteri memnuniyetinin
değerlendirilmesi için bir aralıklı tip-2 bulanık çok kiriterli karar verme
yöntemi önerilmiştir. Çeşitli çok kiriterli karar verme yöntemlerinin
performansları, önerilen ve aralıklı tip-2 bulanık TOPSIS yöntemlerinin
etkinliğini ve esnekliğini keşfetmek amacıyla birbiriyle karşılaştırılmıştır.
Sonuçlar, önerilen yöntemin değerlendirme problemleri ve diğer MCDM problemleri
için güvenilir ve pratik olduğunu göstermektedir.

Anahtar Kelimeler

Müşteri memnuniyeti, Toplu taşıma, Aralıklı tip-2 bulanık çok kriterli karar verme, TOPSIS, GRA, VIKOR

An Integrated TOPSIS, GRA and VIKOR Based on Interval Type-2 Fuzzy Method to Improve Customer Satisfaction in Public Transportation

Öz

Recently,
multi-criteria decision making problems with interval type-2 fuzzy methods have
received increasing attention both from researchers and practitioners. In this study,
an interval type-2 fuzzy TOPSIS and GRA based VIKOR method is proposed for the
evaluation of the customer satisfaction in all the transportation modes in
Istanbul (metro, bus and bus rapid transit). Furthermore, the interval type-2
fuzzy TOPSIS method is also utilized to solve the problem. An online survey is
conducted to investigate factors affecting public transport users’ satisfaction
with the service. Data is collected from 323 public transport users in
Istanbul. As a result, an interval type-2 fuzzy multi-criteria decision making
method has been proposed for the evaluation of customer satisfaction in public
transportation. The performances of various multi-criteria decision making
methods are also compared with each other with a view to exploring the
effectiveness and flexibility of proposed method and interval type-2 fuzzy
TOPSIS method. The results show that the proposed method is reliable and
practical for evaluate problems and other MCDM problems.

Anahtar Kelimeler

Customer satisfaction, Public transportation, Interval type-2 fuzzy multi criteria decision making, TOPSIS, GRA

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