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Year 2017, Volume: 3 Issue: 1, 218 - 221, 30.06.2017
https://doi.org/10.17261/Pressacademia.2017.406

Abstract

References

  • Altuntas, S., Dereli, T., & Yilmaz, M. K. (2012). Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey. Total Quality Management & Business Excellence, 23(11-12), p. 1379-1395. Ankara Metro Hattı Sistemleri, http://www.ego.gov.tr/tr/sayfa/2113/rayli-sistem-hat-harita-ve-semalari
  • Awasthi, A., Chauhan, S. S., Omrani, H., & Panahi, A. (2011). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. Computers & Industrial Engineering, 61(3), p. 637-646.
  • Ay Türkmen, M., Bildik, T. (2015). Şehirlerarası Yolcu Taşımacılığında Bulanık Vikor Uygulaması, Manas Sosyal Araştırmalar Dergisi, 4(2), p. 1-15.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), p. 34-49.
  • Büyüközkan, G., & Çifçi, G. (2012). A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry. Expert Systems with Applications, 39(3), p. 2341-2354.
  • de Oña, J., de Oña, R., Eboli, L., & Mazzulla, G. (2013). Perceived service quality in bus transit service: a structural equation approach. Transport Policy, 29, p. 219-226.
  • Grönroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), p. 10.
  • Hemedoglu, E. (2012). Metro hizmetlerinde hizmet kalitesini ölçme: Algilanan hizmet kalitesi ve beklenen hizmet kalitesi üzerine bir karsilastirma. Isletme Iktisadi Enstitüsü Yönetim Dergisi, (72), 25.
  • Hu, K. C., & Jen, W. (2006). Passengers’ perceived service quality of city buses in Taipei: scale development and measurement. Transport Reviews, 26(5), p. 645-662.
  • Kocoglu, D. (2012). Seyahat İşletmeciliği Hizmet Kalitesinin Servqual Yöntemi İle Değerlendirilmesi, EKEV Akademi Dergisi, 16(50), 285-297.
  • Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), p. 318-325.
  • Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14(3), p. 217-231.
  • Liou, J. J., & Tzeng, G. H. (2007). A non-additive model for evaluating airline service quality. Journal of Air Transport Management, 13(3), p. 131-138.
  • Liou, J. J., Tsai, C. Y., Lin, R. H., & Tzeng, G. H. (2011). A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality. Journal of Air Transport Management, 17(2), p. 57-61.
  • Liu, C. H., Tzeng, G. H., Lee, M. H., & Lee, P. Y. (2013). Improving metro–airport connection service for tourism development: Using hybrid MCDM models. Tourism Management Perspectives, 6, p. 95-107.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, p.41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
  • Randheer, K., Al-Motawa, A. A., & Vijay, P. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies, 3(1), p.21-34.
  • Saaty T. L. (2008). Decision making with the analytic hierarchy process, Int. J. Services Sciences, 1 (1), p. 83-98.
  • Yilmaz, İ. (2012). Turizm öğrencilerinin karayolu yolcu taşımacılığı hizmetlerine yönelik algılamaları. Anatolia: Turizm Araştırmaları Dergisi, 23(1), 73-85.

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
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. 

References

  • Altuntas, S., Dereli, T., & Yilmaz, M. K. (2012). Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey. Total Quality Management & Business Excellence, 23(11-12), p. 1379-1395. Ankara Metro Hattı Sistemleri, http://www.ego.gov.tr/tr/sayfa/2113/rayli-sistem-hat-harita-ve-semalari
  • Awasthi, A., Chauhan, S. S., Omrani, H., & Panahi, A. (2011). A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. Computers & Industrial Engineering, 61(3), p. 637-646.
  • Ay Türkmen, M., Bildik, T. (2015). Şehirlerarası Yolcu Taşımacılığında Bulanık Vikor Uygulaması, Manas Sosyal Araştırmalar Dergisi, 4(2), p. 1-15.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), p. 34-49.
  • Büyüközkan, G., & Çifçi, G. (2012). A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry. Expert Systems with Applications, 39(3), p. 2341-2354.
  • de Oña, J., de Oña, R., Eboli, L., & Mazzulla, G. (2013). Perceived service quality in bus transit service: a structural equation approach. Transport Policy, 29, p. 219-226.
  • Grönroos, C. (1988). Service quality: The six criteria of good perceived service. Review of business, 9(3), p. 10.
  • Hemedoglu, E. (2012). Metro hizmetlerinde hizmet kalitesini ölçme: Algilanan hizmet kalitesi ve beklenen hizmet kalitesi üzerine bir karsilastirma. Isletme Iktisadi Enstitüsü Yönetim Dergisi, (72), 25.
  • Hu, K. C., & Jen, W. (2006). Passengers’ perceived service quality of city buses in Taipei: scale development and measurement. Transport Reviews, 26(5), p. 645-662.
  • Kocoglu, D. (2012). Seyahat İşletmeciliği Hizmet Kalitesinin Servqual Yöntemi İle Değerlendirilmesi, EKEV Akademi Dergisi, 16(50), 285-297.
  • Lai, W. T., & Chen, C. F. (2011). Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), p. 318-325.
  • Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14(3), p. 217-231.
  • Liou, J. J., & Tzeng, G. H. (2007). A non-additive model for evaluating airline service quality. Journal of Air Transport Management, 13(3), p. 131-138.
  • Liou, J. J., Tsai, C. Y., Lin, R. H., & Tzeng, G. H. (2011). A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality. Journal of Air Transport Management, 17(2), p. 57-61.
  • Liu, C. H., Tzeng, G. H., Lee, M. H., & Lee, P. Y. (2013). Improving metro–airport connection service for tourism development: Using hybrid MCDM models. Tourism Management Perspectives, 6, p. 95-107.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, p.41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
  • Randheer, K., Al-Motawa, A. A., & Vijay, P. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies, 3(1), p.21-34.
  • Saaty T. L. (2008). Decision making with the analytic hierarchy process, Int. J. Services Sciences, 1 (1), p. 83-98.
  • Yilmaz, İ. (2012). Turizm öğrencilerinin karayolu yolcu taşımacılığı hizmetlerine yönelik algılamaları. Anatolia: Turizm Araştırmaları Dergisi, 23(1), 73-85.
There are 20 citations in total.

Details

Journal Section Articles
Authors

Sedat Belbag This is me

Aybegum Gongordu Belbag

Publication Date June 30, 2017
Published in Issue Year 2017 Volume: 3 Issue: 1

Cite

APA Belbag, S., & Gongordu Belbag, A. (2017). A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD. PressAcademia Procedia, 3(1), 218-221. https://doi.org/10.17261/Pressacademia.2017.406
AMA Belbag S, Gongordu Belbag A. A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD. PAP. June 2017;3(1):218-221. doi:10.17261/Pressacademia.2017.406
Chicago Belbag, Sedat, and Aybegum Gongordu Belbag. “A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD”. PressAcademia Procedia 3, no. 1 (June 2017): 218-21. https://doi.org/10.17261/Pressacademia.2017.406.
EndNote Belbag S, Gongordu Belbag A (June 1, 2017) A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD. PressAcademia Procedia 3 1 218–221.
IEEE S. Belbag and A. Gongordu Belbag, “A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD”, PAP, vol. 3, no. 1, pp. 218–221, 2017, doi: 10.17261/Pressacademia.2017.406.
ISNAD Belbag, Sedat - Gongordu Belbag, Aybegum. “A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD”. PressAcademia Procedia 3/1 (June 2017), 218-221. https://doi.org/10.17261/Pressacademia.2017.406.
JAMA Belbag S, Gongordu Belbag A. A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD. PAP. 2017;3:218–221.
MLA Belbag, Sedat and Aybegum Gongordu Belbag. “A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD”. PressAcademia Procedia, vol. 3, no. 1, 2017, pp. 218-21, doi:10.17261/Pressacademia.2017.406.
Vancouver Belbag S, Gongordu Belbag A. A STUDY ON EVALUATING PERCEIVED SERVICE QUALITY IN PUBLIC TRANSPORTATION WITH FUZZY ELECTRE I METHOD. PAP. 2017;3(1):218-21.

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