A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul |
| |
| Institution: | 1. Universidad de Costa Rica, National Laboratory of Materials and Structural Models (LanammeUCR), Sede Rodrigo Facio, Ciudad de la Investigación, Finca 2, Montes de Oca, San José 11501-2060, Costa Rica;2. Pontificia Universidad Católica de Chile, Department of Transport Engineering and Logistics, Centre for Sustainable Urban Development (CEDEUS), Vicuña Mackenna 4860, Macul, Santiago 7820436, Chile;3. University of Barcelona, Department of Econometrics – Statistics and Applied Economics, Government and Markets (GiM-IREA), Avinguda Diagonal 690, Barcelona 08034, Spain;4. IESE Business School – Universidad de Navarra, Avinguda Pearson 21, Barcelona 08034, Spain;1. Department of Industrial Engineering and Management, National Taipei University of Technology, No. 1, Section 3, Chung-Hsiao East Road, Taipei, Taiwan;2. Department of Transportation Management, Tamkang University, 151 Ying-Chuan Road, Tamsui, Taipei 251, Taiwan;1. Department of Urban Planning and Environment, Royal Institute of Technology (KTH), Teknikringen 10, 100 44 Stockholm, Sweden;2. Department of Transport and Planning, Delft University of Technology, P.O. Box 5048, 2600 GA Delft, the Netherlands;3. Division of Transport Planning, Royal Institute of Technology (KTH), Sweden;4. Department of Urban Planning and Environment, Integrated Transport Research Lab (ITRL), Royal Institute of Technology (KTH), Teknikringen 10, 100 44 Stockholm, Sweden;1. School of Transportation and Logistics, Southwest Jiaotong University, Chengdu, Sichuan 610031, People’s Republic of China;2. Department of Systems Engineering and Engineering Management, City University of Hong Kong, 83 Tat Chee Avenue, Kowloon Tong, Hong Kong, China;3. Hong Kong QFD Association, Room 1102, Tower 1, The Metropolis Residence, 8 Metropolis Drive, Hung Hom, Hong Kong, China |
| |
| 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. |
| |
| Keywords: | Customer satisfaction Rail transit systems Multi criteria decision making Fuzzy sets |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
