Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology

2018 ◽  
Vol 44 (3) ◽  
pp. 2811-2824 ◽  
Author(s):  
Özge Nalan Bilişik ◽  
Şükran Şeker ◽  
Nezir Aydın ◽  
Nihan Güngör ◽  
Hayri Baraçlı
Keyword(s):  
Public Transportation ◽  
Quality Function Deployment ◽  
Quality Function ◽  
Passenger Satisfaction ◽  
Satisfaction Evaluation ◽  
Fuzzy Quality Function Deployment

Using a Fuzzy Quality Function Deployment Model to Identify Improvement Points in Airport Cargo Terminals

2005 ◽  
Vol 1935 (1) ◽  
pp. 130-140
Author(s):  
Gin-Shuh Liang ◽  
Tzeu-Chen Han ◽  
Tsung-Yu Chou
Keyword(s):  
Quality Assurance ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Service Management ◽  
Practical Investigations ◽  
Fuzzy Relation ◽  
Quality Function ◽  
Customer Needs ◽  
Fuzzy Relation Matrix ◽  
Fuzzy Quality Function Deployment

The main purpose of this paper is to present a fuzzy quality function deployment model to achieve service quality assurance before implementing service action. First, customer needs with their importance and satisfaction levels acquired from practical investigations are constructed. Then, by combining the experts’ opinions, service management requirements are developed for satisfying the observed customer needs. In addition, a fuzzy relation matrix for linking service management requirements to customer needs is constructed on the basis of cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. Finally, the Chiang Kai-shek International Airport cargo terminal in Taiwan is used to demonstrate the proposed approach.

scholarly journals Passenger Satisfaction Evaluation of Public Transportation Using Pythagorean Fuzzy MULTIMOORA Method under Large Group Environment

2020 ◽  
Vol 12 (12) ◽  
pp. 4996 ◽  
Author(s):  
Xu-Hui Li ◽  
Lin Huang ◽  
Qiang Li ◽  
Hu-Chen Liu
Keyword(s):  
Public Transportation ◽  
Transportation System ◽  
New Method ◽  
Rail Transit ◽  
Transit Network ◽  
The Public ◽  
Passenger Satisfaction ◽  
Group Environment ◽  
Public Transportation System ◽  
Satisfaction Evaluation

Passenger satisfaction is an important factor that affects the choice of travel modes for municipalities, especially in big cities. This evaluation is an important task for managers when they are considering improving the competitiveness of the public transportation system. However, passenger satisfaction evaluation is difficult as the information provided by passengers is often vague, imprecise, and uncertain. This paper aims to propose a new method, using Pythagorean fuzzy sets and multi-objective optimization by a ratio analysis plus full multiplicative form method (MULTIMOORA), to evaluate the passenger satisfaction level of the public transportation system under large group environment. The former is employed to represent the satisfaction assessments of rail transit network provided by passengers. The latter is extended and used to determine the passenger satisfaction levels of rail transit lines. In addition, a combination weighting method is suggested to compute the relative weights of evaluation criteria. A case study of the rail transit network in Shanghai is provided to demonstrate the effectiveness of the proposed passenger satisfaction evaluation method. The result shows that the new method proposed in this study can not only model passengers’ satisfaction evaluation information with more uncertainties, but also determine more reasonable and credible satisfaction levels of rail transit lines.

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