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

Year 2017, Volume: 3 Issue: 1, 218 - 221, 30.06.2017

Sedat Belbag Aybegum Gongordu Belbag

https://doi.org/10.17261/Pressacademia.2017.406

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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