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

Author

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

Abstract

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
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    References listed on IDEAS

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    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.

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