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

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

Transportation Research Part E: Logistics and Transportation Review, 2013, vol. 58, issue C, 28-51

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.

Keywords: Interval type-2 fuzzy sets; GRA; TOPSIS; Customer satisfaction; Public transportation; Istanbul (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (38)

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DOI: 10.1016/j.tre.2013.06.006

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