A hybrid fuzzy methodology to evaluate customer satisfaction in a public transportation system for Istanbul

References

• Alonso , J. A. and Lamata , M. T. 2006 . Consistency in the analytic hierarchy process: A new approach . International Journal of Uncertainty, Fuzziness and Knowledge-Based Systems , 14 ( 4 ) : 445 – 459 . (doi:10.1142/S0218488506004114)
   Web of Science ®Google Scholar
• Álvarez , M. , Moreno , A. and Mataix , C. 2013 . The analytic hierarchy process to support decision-making processes in infrastructure projects with social impact . Total Quality Management & Business Excellence , 24 ( 5–6 ) : 596 – 606 . (doi:10.1080/14783363.2012.669561)
   Web of Science ®Google Scholar
• Awasthi , A. , Chauhan , S. S. , Omrani , H. and Panahi , A. 2011 . A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality . Computers & Industrial Engineering , 61 : 637 – 646 . (doi:10.1016/j.cie.2011.04.019)
   Web of Science ®Google Scholar
• Aydın , S. , Kahraman , C. and Kaya , İ. 2012 . A new fuzzy multicriteria decision making approach: An application for European quality award assessment . Knowledge Based Systems , 32 : 37 – 46 . (doi:10.1016/j.knosys.2011.08.022)
   Web of Science ®Google Scholar
• Barabino , B. , Deiana , E. and Tilocca , P. 2012 . Measuring service quality in urban bus transport: A modified SERVQUAL approach . International Journal of Quality and Service Sciences , 4 ( 3 ) : 238 – 252 . (doi:10.1108/17566691211269567)
   Google Scholar
• Baysal , M. E. , Kaya , İ. , Kahraman , C. , Sarucan , A. and Engin , O. 2013 . A two phased fuzzy methodology for selection among municipal projects . Technological and Economic Development of Economy , Article in Press
   Google Scholar
• Behara , R. S. , Fisher , W. W. and Lemmink , J. G.A.M. 2002 . Modelling and evaluating service quality measurement using neural networks . International Journal of Operations & Production Management , 22 ( 10 ) : 1162 – 1185 . (doi:10.1108/01443570210446360)
   Web of Science ®Google Scholar
• Beirão , G. and Cabral , J. A.S. 2007 . Understanding attitudes towards public transport and private car: A qualitative study . Transport Policy , 14 : 478 – 489 . (doi:10.1016/j.tranpol.2007.04.009)
   Web of Science ®Google Scholar
• Buckley, J.J. (1985). Fuzzy hierarchical analysis. Fuzzy sets and systems, 17(3), 233–247.
   Google Scholar
• Carvalho , C. and Brito , C. 2012 . Assessing users’ perceptions on how to improve public services quality . Public Management Review , 14 ( 4 ) : 451 – 472 . (doi:10.1080/14719037.2011.649976)
   Web of Science ®Google Scholar
• Castillo , J. M.D. and Benitez , F. G. 2012 . A methodology for modeling and identifying users’ satisfaction issues in public transport systems based on users surveys . Procedia – Social and Behavioral Sciences , 54 : 1104 – 1114 . (doi:10.1016/j.sbspro.2012.09.825)
   Google Scholar
• Chen , C. F. 2008 . Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan . Transportation Research Part A , 42 : 709 – 717 .
   Google Scholar
• Chen , C. T. 2000 . Extensions of the TOPSIS for group decision-making under fuzzy environment . Fuzzy Sets and Systems , 114 : 1 – 9 . (doi:10.1016/S0165-0114(97)00377-1)
   Web of Science ®Google Scholar
• Cheng , Y. H. 2011 . Evaluating web site service quality in public transport: Evidence from Taiwan High Speed Rail . Transportation Research Part C , 19 : 957 – 974 . (doi:10.1016/j.trc.2011.04.003)
   Web of Science ®Google Scholar
• Chou , C. C. , Liu , L. J. , Huang , S. F. , Yih , J. M. and Han , T. C. 2011 . An evaluation of airline service quality using the fuzzy weighted SERVQUAL method . Applied Soft Computing , 11 : 2117 – 2128 . (doi:10.1016/j.asoc.2010.07.010)
   Web of Science ®Google Scholar
• Cruz , L. , Barata , E. and Ferreira , J. P. 2012 . Performance in urban public transport systems: A critical analysis the portuguese case . International Journal of Productivity and Performance Management , 61 ( 7 ) : 730 – 751 . (doi:10.1108/17410401211263836)
   Google Scholar
• dell'Olio , L. , Ibeas , A. and Cecin , P. 2011 . The quality of service desired by public transport users . Transport Policy , 18 : 217 – 227 . (doi:10.1016/j.tranpol.2010.08.005)
   Web of Science ®Google Scholar
• Duleba , S. , Mishina , T. and Shimazaki , Y. 2012 . A dynamic analysis on public bus transport's supply quality by using AHP . Transport , 27 ( 3 ) : 268 – 275 . (doi:10.3846/16484142.2012.719838)
   Web of Science ®Google Scholar
• Eboli , L. and Mazzulla , G. 2007 . Service quality attributes affecting customer satisfaction for bus transit . Journal of Public Transportation , 10 ( 3 ) : 21 – 34 .
   Google Scholar
• Eboli , L. and Mazzulla , G. 2011 . A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view . Transport Policy , 18 : 172 – 181 . (doi:10.1016/j.tranpol.2010.07.007)
   Web of Science ®Google Scholar
• Freitas , A. L.P. 2013 . Assessing the quality of intercity road transportation of passengers: An exploratory study in Brazil . Transportation Research Part A , 49 : 379 – 392 .
   Google Scholar
• Fujii , S. and Van , H. T. 2009 . Psychological determinants of the intention to use the bus in Ho Chi Minh city . Journal of Public Transportation , 12 ( 1 ) : 97 – 110 .
   Google Scholar
• Geist , M. R. 2010 . Using the Delphi method to engage stakeholders: A comparison of two studies . Evaluation and Program Planning , 33 : 147 – 154 . (doi:10.1016/j.evalprogplan.2009.06.006)
   PubMed Web of Science ®Google Scholar
• Gerdsria , N. and Kocaoglu , D. F. 2007 . Applying the analytic hierarchy process (AHP) to build a strategic framework for technology roadmapping . Mathematical and Computer Modelling , 46 : 1071 – 1080 . (doi:10.1016/j.mcm.2007.03.015)
   Web of Science ®Google Scholar
• Hilmola , O. P. 2011 . Benchmarking efficiency of public passenger transport in larger cities . Benchmarking: An International Journal , 18 ( 1 ) : 23 – 41 . (doi:10.1108/14635771111109805)
   Google Scholar
• Hine , J. and Scott , J. 2000 . Seamless, accessible travel: Users’ views of the public transport journey and interchange . Transport Policy , 7 : 217 – 226 . (doi:10.1016/S0967-070X(00)00022-6)
   Google Scholar
• Hsieh , T. Y. , Lu , S. T. and Tzeng , G. H. 2004 . Fuzzy MCDM approach for planning and design tenders selection in public office buildings . International Journal of Project Management , 22 : 573 – 584 . (doi:10.1016/j.ijproman.2004.01.002)
   Google Scholar
• IETT website. Retrieved April 1, 2013, from http://www.iett.gov.tr/tr/main/pages/istanbulda-toplu-tasima/95
   Google Scholar
• Kahraman , C. , Cebeci , A. and Ruan , D. 2004 . Multi-attribute comparison of catering service companies using fuzzy AHP: The case of Turkey . International Journal of Production Economics , 87 : 171 – 184 . (doi:10.1016/S0925-5273(03)00099-9)
   Web of Science ®Google Scholar
• Kahraman , C. , Kaya , I. and Cebi , S. 2009 . A comparative analysis for multiattribute selection among renewable energy alternatives using fuzzy axiomatic design and fuzzy analytic hierarchy process . Energy , 34 : 1603 – 1616 . (doi:10.1016/j.energy.2009.07.008)
   Web of Science ®Google Scholar
• Kahraman , C. , Süder , A. and Kaya , İ. 2013 . Fuzzy multicriteria evaluation of health research investments . Technological and Economical Development of Economy , Article in Press
   Google Scholar
• Kenzelmann, P. (2008). Kundenbindung German. 3. Auflage, Berlin: Cornelsen Verlag Skriptor GmbH & Co KG.
   Google Scholar
• Kocaoglu , D. F. 1983 . A participative approach to program evaluation . IEEE Transactions on Engineering Management , 30 ( 3 ) : 37 – 44 .
   Web of Science ®Google Scholar
• Lai , W. T. and Chen , C. F. 2011 . Behavioral intentions of public transit passengers – The roles of service quality, perceived value, satisfaction and involvement . Transport Policy , 18 : 318 – 325 . (doi:10.1016/j.tranpol.2010.09.003)
   Web of Science ®Google Scholar
• Liou, J.J.H., Tsai, C.Y., Lin, R.H., & Tzeng, G.H. (2011). A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality. Journal of Air Transport Management, 17(2), 57–61.
   Google Scholar
• Lovelock , C. H. and Wirtz , J. 2007 . Services marketing: People, technology, strategy , USA : Pearson Education, Prentice Hall .
   Google Scholar
• Maca'rio , R. 2001 . Upgrading quality in urban mobility systems . Managing Service Quality , 11 ( 2 ) : 93 – 99 . (doi:10.1108/09604520110387211)
   Google Scholar
• Mokonyama , M. and Venter , C. 2013 . Incorporation of customer satisfaction in public transport contracts – A preliminary analysis . Research in Transportation Economics , 39 : 58 – 66 . (doi:10.1016/j.retrec.2012.05.024)
   Google Scholar
• Olsson , L. E. , Friman , M. , Pareigis , J. and Edvardsson , B. 2012 . Measuring service experience: Applying the satisfaction with travel scale in public transport . Journal of Retailing and Consumer Services , 19 : 413 – 418 . (doi:10.1016/j.jretconser.2012.04.002)
   Google Scholar
• Pantouvakis , A. and Lymperopoulos , K. 2008 . Customer satisfaction and loyalty in the eyes of new and repeat customers: Evidence from the transport sector . Managing Service Quality , 18 ( 6 ) : 623 – 643 . (doi:10.1108/09604520810920103)
   Google Scholar
• Prakash , A. and Mohanty , R. P. 2012 . Understanding service quality . Production Planning & Control: The Management of Operations , doi:10.1080/09537287.2011.643929
   Web of Science ®Google Scholar
• Rahaman , M. M. , Abdullah , M. and Rahman , A. 2011 . Measuring service quality using SERVQUAL model: A study on PCBs (Private Commercial Banks) in Bangladesh . Business Management Dynamics , 1 ( 1 ) : 1 – 11 .
   Google Scholar
• Redman , L. , Friman , M. , Garling , T. and Hartig , T. 2013 . Quality attributes of public transport that attract car users: A research review Redman . Transport Policy , 25 : 119 – 127 . (doi:10.1016/j.tranpol.2012.11.005)
   Web of Science ®Google Scholar
• Rietveld , P. , Bruinsma , F. R. and van Vuuren , D. J. 2001 . Coping with unreliability in pulic transport chains: A case study for Netherlands . Tranportation Research Part A , 35 : 539 – 559 .
   Web of Science ®Google Scholar
• Saaty , T. L. 1980 . The analytic hierarchy process , New York , NY : McGraw Hill .
   Google Scholar
• Talib, F., Rahman, Z., & Qureshi, M.N. (2013). An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International Journal of Quality and Reliability Management (IJQRM), 30(3), 280–318.
   Google Scholar
• The Summary of Turkey's Statistical Yearbook. (2011). Turkish Statistical Institute.
   Google Scholar
• Thompson , K. and Schofield , P. 2007 . An investigation of the relationship between public transport performance and destination satisfaction . Journal of Transport Geography , 15 : 136 – 144 . (doi:10.1016/j.jtrangeo.2006.11.004)
   Web of Science ®Google Scholar
• Tseng , M. L. 2011 . Using hybrid MCDM to evaluate the service quality expectation in linguistic preference . Applied Soft Computing , 11 : 4551 – 4562 . (doi:10.1016/j.asoc.2011.08.011)
   Web of Science ®Google Scholar
• Wang , S. M. , Feng , C. M. and Hsieh , C. H. 2010 . Stakeholder perspective on urban transport system service quality . Total Quality Management & Business Excellence , 21 ( 11 ) : 1103 – 1119 . (doi:10.1080/14783363.2010.529329)
   Web of Science ®Google Scholar
• Yoon , K. P. and Hwang , C. L. 1995 . Multiple attribute decision making: An introduction , USA : Sage .
   Google Scholar
• Zio , S. D. and Pacinelli , A. 2011 . Opinion convergence in location: A spatial version of the Delphi method . Technological Forecasting & Social Change , 78 : 1565 – 1578 . (doi:10.1016/j.techfore.2010.09.010)
   Web of Science ®Google Scholar