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An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul

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  • Celik, Erkan
  • Bilisik, Ozge Nalan
  • Erdogan, Melike
  • Gumus, Alev Taskin
  • Baracli, Hayri

Abstract

In this paper, the problems of public transportation customers in Istanbul are addressed and their satisfaction levels are evaluated by using customer satisfaction survey and statistical analysis. A novel interval type-2 fuzzy MCDM method is proposed based on TOPSIS and GRA, to evaluate and improve customer satisfaction in Istanbul public transportation. Then, the criteria need to be improved are determined and different improvement suggestions are made for all public transportation firms.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:transe:v:58:y:2013:i:c:p:28-51
    DOI: 10.1016/j.tre.2013.06.006
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