Evaluation of quality expectations for intercity bus firms by interval type-2 trapezoidal fuzzy AHP and firm selection

Yildiz A., AYYILDIZ E., Taskin A., Ozkan C.

JOURNAL OF THE FACULTY OF ENGINEERING AND ARCHITECTURE OF GAZI UNIVERSITY, vol.37, no.2, pp.757-770, 2022 (SCI-Expanded) identifier identifier identifier

  • Publication Type: Article / Article
  • Volume: 37 Issue: 2
  • Publication Date: 2022
  • Doi Number: 10.17341/gazimmfd.625921
  • Journal Name: JOURNAL OF THE FACULTY OF ENGINEERING AND ARCHITECTURE OF GAZI UNIVERSITY
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus, Academic Search Premier, Art Source, Compendex, TR DİZİN (ULAKBİM)
  • Page Numbers: pp.757-770
  • Keywords: AHP, passenger expectations, intercity bus firm, interval type-2 trapezoidal fuzzy number, ANALYTIC HIERARCHY PROCESS, GROUP DECISION-MAKING, SERVICE QUALITY, PROCESS MODEL, TRAVEL SATISFACTION, CONSISTENCY INDEX, TRANSIT SERVICE, RAIL TRANSIT, TRANSPORTATION, DETERMINANTS
  • Karadeniz Technical University Affiliated: Yes

Abstract

Intercity bus firms aim to achieve maximum customer satisfaction by providing safe, quality and comfortable trips to their passengers. In the study, as a result of the literature review and interviews with experts working in the sector, six main criteria are determined as service, comfort, safety, transportation, financial features and customer relations in order to evaluate the quality expectations of the intercity bus firms. Five sub-criteria are determined for each main criterion. Then, quality expectations are weighted with Analytical Hierarchy Process, which is one of the multi-criteria decision making method considering these criteria. Fuzzy logic approach is used to reflect the subjective expressions of the experts to the problem. By comparing these 30 sub-criteria, an importance ranking is determined for the quality expectations of the passengers. In addition, four different firms are compared and ranked according the criteria.