IDEAS home Printed from
   My bibliography  Save this article

A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul


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


This paper provides a hierarchical customer satisfaction framework to measure rail transit lines’ performances in Istanbul. The problems related to rail transit line systems are addressed via customer satisfaction surveys. Then, a framework is proposed combining statistical analysis, fuzzy analytic hierarchy process, trapezoidal fuzzy sets and Choquet integral to evaluate customer satisfaction levels. Next, the criteria need to be improved are determined and specific recommendations to enhance the operation for specific lines are suggested. The proposed framework provides directions for the future investments and it also can be used at a more macroscopic level to determine the operational deficiencies. Furthermore, it can be generalized and applied to complex decision making problems that include uncertain and subjective data or vague information.

Suggested Citation

  • 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.
  • Handle: RePEc:eee:transa:v:77:y:2015:i:c:p:61-81
    DOI: 10.1016/j.tra.2015.03.029

    Download full text from publisher

    File URL:
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. Hassan, Mohammad Nurul & Hawas, Yaser E. & Ahmed, Kamran, 2013. "A multi-dimensional framework for evaluating the transit service performance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 50(C), pages 47-61.
    2. Haluk Gerçek & Birsen Karpak & Tülay Kılınçaslan, 2004. "A multiple criteria approach for the evaluation of the rail transit networks in Istanbul," Transportation, Springer, vol. 31(2), pages 203-228, May.
    3. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    4. Nathanail, Eftihia, 2008. "Measuring the quality of service for passengers on the hellenic railways," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 48-66, January.
    5. dell'Olio, Luigi & Ibeas, Angel & Cecín, Patricia, 2010. "Modelling user perception of bus transit quality," Transport Policy, Elsevier, vol. 17(6), pages 388-397, November.
    6. dell'Olio, Luigi & Ibeas, Angel & Cecin, Patricia, 2011. "The quality of service desired by public transport users," Transport Policy, Elsevier, vol. 18(1), pages 217-227, January.
    7. Laura Eboli & Gabriella Mazzulla, 2008. "A Stated Preference Experiment for Measuring Service Quality in Public Transport," Transportation Planning and Technology, Taylor & Francis Journals, vol. 31(5), pages 509-523, February.
    8. Chen, Ye & Marc Kilgour, D. & Hipel, Keith W., 2008. "A case-based distance method for screening in multiple-criteria decision aid," Omega, Elsevier, vol. 36(3), pages 373-383, June.
    9. Stopher, Peter R., 2004. "Reducing road congestion: a reality check," Transport Policy, Elsevier, vol. 11(2), pages 117-131, April.
    10. Nelson, Peter & Baglino, Andrew & Harrington, Winston & Safirova, Elena & Lipman, Abram, 2007. "Transit in Washington, DC: Current benefits and optimal level of provision," Journal of Urban Economics, Elsevier, vol. 62(2), pages 231-251, September.
    11. Eboli, Laura & Mazzulla, Gabriella, 2011. "A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view," Transport Policy, Elsevier, vol. 18(1), pages 172-181, January.
    12. Litman, Todd, 2007. "Evaluating rail transit benefits: A comment," Transport Policy, Elsevier, vol. 14(1), pages 94-97, January.
    13. Rojo, Marta & Gonzalo-Orden, Hernán & dell’Olio, Luigi & Ibeas, Ángel, 2012. "Relationship between service quality and demand for inter-urban buses," Transportation Research Part A: Policy and Practice, Elsevier, vol. 46(10), pages 1716-1729.
    14. Wang, Ying-Ming & Luo, Ying & Hua, Zhongsheng, 2008. "On the extent analysis method for fuzzy AHP and its applications," European Journal of Operational Research, Elsevier, vol. 186(2), pages 735-747, April.
    15. Taylor, Brian D., 2004. "The politics of congestion mitigation," Transport Policy, Elsevier, vol. 11(3), pages 299-302, July.
    16. Büyüközkan, Gülçin & Feyzioglu, Orhan & Nebol, Erdal, 2008. "Selection of the strategic alliance partner in logistics value chain," International Journal of Production Economics, Elsevier, vol. 113(1), pages 148-158, May.
    17. Brons, Martijn & Givoni, Moshe & Rietveld, Piet, 2009. "Access to railway stations and its potential in increasing rail use," Transportation Research Part A: Policy and Practice, Elsevier, vol. 43(2), pages 136-149, February.
    18. Sheth, Chintan & Triantis, Konstantinos & Teodorovic, Dusan, 2007. "Performance evaluation of bus routes: A provider and passenger perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 43(4), pages 453-478, July.
    19. Chang, Yu-Hern & Yeh, Chung-Hsing, 2002. "A survey analysis of service quality for domestic airlines," European Journal of Operational Research, Elsevier, vol. 139(1), pages 166-177, May.
    20. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
    21. 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.
    22. Paulley, Neil & Balcombe, Richard & Mackett, Roger & Titheridge, Helena & Preston, John & Wardman, Mark & Shires, Jeremy & White, Peter, 2006. "The demand for public transport: The effects of fares, quality of service, income and car ownership," Transport Policy, Elsevier, vol. 13(4), pages 295-306, July.
    23. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
    24. Kuo, Ming-Shin, 2011. "A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(6), pages 1177-1193.
    25. Liou, James J.H. & Tsai, Chieh-Yuan & Lin, Rong-Ho & Tzeng, Gwo-Hshiung, 2011. "A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality," Journal of Air Transport Management, Elsevier, vol. 17(2), pages 57-61.
    26. Samanta, Sutapa & Jha, Manoj K., 2011. "Modeling a rail transit alignment considering different objectives," Transportation Research Part A: Policy and Practice, Elsevier, vol. 45(1), pages 31-45, January.
    27. Chang, Da-Yong, 1996. "Applications of the extent analysis method on fuzzy AHP," European Journal of Operational Research, Elsevier, vol. 95(3), pages 649-655, December.
    28. Angilella, Silvia & Greco, Salvatore & Matarazzo, Benedetto, 2010. "Non-additive robust ordinal regression: A multiple criteria decision model based on the Choquet integral," European Journal of Operational Research, Elsevier, vol. 201(1), pages 277-288, February.
    29. Tyrinopoulos, Yannis & Antoniou, Constantinos, 2008. "Public transit user satisfaction: Variability and policy implications," Transport Policy, Elsevier, vol. 15(4), pages 260-272, July.
    30. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    31. Büyüközkan, Gülçin & Feyzioglu, Orhan & Sakir Ersoy, Mehmet, 2009. "Evaluation of 4PL operating models: A decision making approach based on 2-additive Choquet integral," International Journal of Production Economics, Elsevier, vol. 121(1), pages 112-120, September.
    32. repec:eee:jotrge:v:22:y:2012:i:c:p:306-307 is not listed on IDEAS
    Full references (including those not matched with items on IDEAS)


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    Cited by:

    1. repec:eee:transa:v:111:y:2018:i:c:p:148-161 is not listed on IDEAS
    2. Kumar, Abhishek & Sah, Bikash & Singh, Arvind R. & Deng, Yan & He, Xiangning & Kumar, Praveen & Bansal, R.C., 2017. "A review of multi criteria decision making (MCDM) towards sustainable renewable energy development," Renewable and Sustainable Energy Reviews, Elsevier, vol. 69(C), pages 596-609.
    3. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    4. repec:eee:transa:v:106:y:2017:i:c:p:427-439 is not listed on IDEAS
    5. 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.
    6. 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.
    7. Wan, Dan & Kamga, Camille & Liu, Jun & Sugiura, Aaron & Beaton, Eric B., 2016. "Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service," Transport Policy, Elsevier, vol. 49(C), pages 41-55.
    8. 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.


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:transa:v:77:y:2015:i:c:p:61-81. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.