| Abstract: | The success of any enterprise, in a market-oriented economy, depends upon it's quality. This paper describes the results of a survey of commuters on the quality of services and their relative weights, and of the attributes that determine the service level of bus transport undertakings. The model uses the theory of fuzzy sets to process the information obtained. A composite index, called level-of-public transport-service (LOPTS), is defined and used to measure the service qualities. This approach is presented with guidelines for rating the quality of services, fuzzy-set representations of the linguistic grades, definition of LOPTS and its use in a public transport quality data base. An example is presents how the approach can be employed to analyse data bases generated from a quality survey. This approach is compared with the numerical rating approach with single number representation. |
