A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD

Abstract

The measurement and evaluation of perceived service quality has been a constantly debated topic in the literature. There have been numerous papers dealing with how perceived service quality should be evaluated. On the other hand, limited number of measurable data complicates the evaluation of perceived service quality. This study proposes Fuzzy ELECTRE I method to evaluate the perceived service quality of the public transportation system. In first step of the study, a SERVQUAL based questionnaire has been designed to collect data for measuring transportation service quality of the metro system in Ankara. In the second step, assessments of the participants have been collected to rate alternatives and criteria. The collected data has been used for evaluating each alternative with respect to the performance score with the Fuzzy ELECTRE I method. Fuzzy ELECTRE I provides a consistent evaluation among alternatives under limited and qualitative information. In this study, we adapt Awasthi et al. (2011)’s SERVQUAL based questionnaire. The five lines in Ankara metro system has been evaluated with Fuzzy ELECTRE I. 

Keywords

• Fuzzy ELECTRE I,public transportation,perceived service quality,multi-criteria decision making methods,SERVQUAL

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