Corpus ID: 16054345

A customer satisfaction model based on fuzzy TOPSIS and SERVQUAL methods

@inproceedings{Nalan2013ACS,
  title={A customer satisfaction model based on fuzzy TOPSIS and SERVQUAL methods},
  author={{\"O}zge Nalan and H. Baraçli},
  year={2013}
}
Service quality is one of the most important factors that increases the use of public transportation system (PTS). Many problems such as traffic congestion, air and noise pollution, and energy consumption can be solved by improvements of service quality in PTS. In this paper, a hybrid methodology which consists of SERVQUAL (Service Quality) method that categorizes evaluation criteria and fuzzy TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) method that ranks alternatives… Expand

Tables from this paper

The fuzzy TOPSIS method and its implementation in the R programme
The TOPSIS method (Technique for Order Preference by Similarity Ideal Solu-tion) suggested by Hwang and Yoon [1981], belongs to the group of pattern linear ordering methods of multidimensionalExpand
A fuzzy TOPSIS method for performance evaluation of reverse logistics in social commerce platforms
TLDR
Four dominant criteria (reverse logistics performance indicators) in the social commerce platform: Customer relationship, Usage risk, Reviews, and Quality control are identified. Expand
THE RATING SCALE MODEL IN THE CONSTRUCTION OF FUZZY TOPSIS METHOD
Fuzzy TOPSIS method enables linear ordering of objects characterized by linguistic variables, which values constitute expressions emerging from natural language. Crucial, however, often neglectedExpand
A Novel Fuzzy SIMUS Multicriteria Decision-Making Method. An Application in Railway Passenger Transport Planning
To increase the level of adequacy in multi-criteria decision-making in the case of uncertainty, it is essential to reduce the subjectivism and to increase the reality of obtained results. The studyExpand
A Multi-Criteria Decision Making for Location Selection in the Niger Delta Using Fuzzy TOPSIS Approach
TLDR
The study provided an insight into MCDM for residential base camp location selection for companies when considering suitable location for residential or any other business purposes in the OML 58, Niger Delta, Nigeria. Expand
Application Of Rating Scale Model In Conversion Of Rating Scales' Points To The Form Of Triangular Fuzzy Numbers
Abstract A new application of fuzzy sets theory in social and economic research is a fuzzy measurement of respondents' opinions. In the subject literature fuzzy rating scales or fuzzy conversionExpand
Quality of public transport service: an integrative review and research agenda
Abstract This paper contains a literature review of quality of public transport service. The study classified 85 articles published 2005–2015, based on regional context, date of publication, sampleExpand

References

SHOWING 1-10 OF 27 REFERENCES
A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality
TLDR
A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating service quality of urban transportation systems and its practical applicability and ability to provide solution under partial or lack of quantitative information are presented. Expand
Multi-attribute comparison of catering service companies using fuzzy AHP: The case of Turkey
TLDR
The customers of three Turkish catering firms were interviewed and the most important criteria taken into account by the customers while they were selecting their catering firmsWere determined by a designed questionnaire and the fuzzy analytic hierarchy process was used to compare these catering firms. Expand
An evaluation of airline service quality using the fuzzy weighted SERVQUAL method
TLDR
This article attempts to fill the gap in the current literature by establishing a fuzzy weighted SERVQUAL model for evaluating the airline service quality and a case study of Taiwanese airline is conduced to demonstrate the effectiveness. Expand
Using hybrid MCDM to evaluate the service quality expectation in linguistic preference
  • M. Tseng
  • Computer Science
  • Appl. Soft Comput.
  • 2011
TLDR
This study proposes a combined fuzzy Technique for Order Performance by Similarity to Ideal Solution (TOPSIS) and the Decision Making Trial and Evaluation Laboratory (DEMATEL) method using linguistic preference to deal with hot spring hotel's ranking problem. Expand
Fuzzy Set Theory Based Decision Model for Determining Market Position and Developing Strategy for Hospital Service Quality
TLDR
This study integrated the five dimensions of SERVQUAL and adopted a fuzzy set theory based research design to clarify the positioning of service quality in the healthcare market and suggest service strategy implementation priorities of service strategies. Expand
A two phased fuzzy methodology for selection among municipal projects
TLDR
A two phased fuzzy MCDM methodology is proposed for the selection among municipal projects and the application of the suggested methodology has been made at the central district municipality in Konya, Turkey. Expand
Information systems outsourcing decisions using a group decision-making approach
TLDR
An interactive group decision-making methodology is proposed to select/rank IS providers under multiple criteria to satisfy an acceptable level of group agreement and reliability in the largest office furniture manufacturer in Konya-Turkey. Expand
Extensions of the TOPSIS for group decision-making under fuzzy environment
TLDR
The rating of each alternative and the weight of each criterion are described by linguistic terms which can be expressed in triangular fuzzy numbers and a vertex method is proposed to calculate the distance between two triangular fuzzyNumbers. Expand
Variable Consistency Dominance-based Rough Set Approach to formulate airline service strategies
TLDR
The Variable Consistency Dominance Dominance-based Rough Set Approach (VC-DRSA) is used to formulate airline service strategies by generating airline service decision rules that model passenger preferences for airline service quality. Expand
Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey
The main objectives of this study are to: (i) measure hospital service quality by using analytic hierarchy process (AHP) and analytic network process (ANP) as a multi-criteria decision making methodExpand
...
1
2
3
...