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A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey

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  • Celik, Erkan
  • Aydin, Nezir
  • Gumus, Alev Taskin

Abstract

Rail transit is one of the most important public transportation types, especially in big and crowded cities. Therefore, getting a high customer satisfaction level is an essential task for municipalities and governments. For this purpose, a survey is conducted to question the attributes related to rail transit network (metros, trams, light rail and funicular) in Istanbul. In this study, we present a novel framework which integrates statistical analysis, SERVQUAL, interval type-2 fuzzy sets and VIKOR to evaluate customer satisfaction level for the rail transit network of Istanbul. Level of crowdedness and density in the train, air-conditioning system of trains' interior, noise level and vibration during the journey, and phone services are determined as the attributes need improvements. On the other hand, different improvement strategies are suggested for the rail transit network. The proposed approach provides directions for the future investments and can be generalized and applied to complex decision making problems encounter inexact, indefinite and subjective data or uncertain information.

Suggested Citation

  • Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    • Handle: RePEc:eee:trapol:v:36:y:2014:i:c:p:283-293
    DOI: 10.1016/j.tranpol.2014.09.005
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    5. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
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    7. Xu-Hui Li & Lin Huang & Qiang Li & Hu-Chen Liu, 2020. "Passenger Satisfaction Evaluation of Public Transportation Using Pythagorean Fuzzy MULTIMOORA Method under Large Group Environment," Sustainability, MDPI, vol. 12(12), pages 1-18, June.
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    9. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    10. Machado-León, José Luis & de Oña, Rocío & Baouni, Tahar & de Oña, Juan, 2017. "Railway transit services in Algiers: priority improvement actions based on users perceptions," Transport Policy, Elsevier, vol. 53(C), pages 175-185.
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    13. Ghosh, Piyali & Ojha, Mohit Kr. & Geetika,, 2017. "Determining passenger satisfaction out of platform-based amenities: A study of Kanpur Central Railway Station," Transport Policy, Elsevier, vol. 60(C), pages 108-118.
    14. Deveci, Muhammet & Demirel, Nihan Çetin & Ahmetoğlu, Emine, 2017. "Airline new route selection based on interval type-2 fuzzy MCDM: A case study of new route between Turkey- North American region destinations," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 83-99.
    15. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    16. Chen, Shang-Yu, 2016. "Green helpfulness or fun? Influences of green perceived value on the green loyalty of users and non-users of public bikes," Transport Policy, Elsevier, vol. 47(C), pages 149-159.
    17. Xi Lu & Jiaqing Lu & Xinzheng Yang & Xumei Chen, 2022. "Assessment of Urban Mobility via a Pressure-State-Response (PSR) Model with the IVIF-AHP and FCE Methods: A Case Study of Beijing, China," Sustainability, MDPI, vol. 14(5), pages 1-23, March.
    18. Nassereddine, M. & Eskandari, H., 2017. "An integrated MCDM approach to evaluate public transportation systems in Tehran," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 427-439.
    19. Guirao, Begoña & García-Pastor, Antonio & López-Lambas, María Eugenia, 2016. "The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs," Transport Policy, Elsevier, vol. 49(C), pages 68-77.
    20. Catherine Y. P. Chan & Kwai-Sang Chin & Candace Chan & Kwok L. Tsui, 2019. "An analysis of passengers’ ride needs of urban rail transit services: application of quality function deployment," International Journal of Quality Innovation, Springer, vol. 5(1), pages 1-21, December.
    21. Muhammet Gul & Erkan Celik & Alev Taskin Gumus & Ali Fuat Guneri, 2016. "Emergency department performance evaluation by an integrated simulation and interval type-2 fuzzy MCDM-based scenario analysis," European Journal of Industrial Engineering, Inderscience Enterprises Ltd, vol. 10(2), pages 196-223.
    22. Shouzhen Zeng & Jianping Chen & Xingsen Li, 2016. "A Hybrid Method for Pythagorean Fuzzy Multiple-Criteria Decision Making," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(02), pages 403-422, March.
    23. Iwona RYBICKA & Paweł DROŹDZIEL & Ondrej STOPKA & Vladimir ĽUPTÁK, 2018. "Methodology To Propose A Regional Transport Organization Within Specific Integrated Transport System: A Case Study," Transport Problems, Silesian University of Technology, Faculty of Transport, vol. 13(4), pages 115-125, December.

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