Corpus ID: 16054345

A customer satisfaction model based on fuzzy TOPSIS and SERVQUAL methods

  title={A customer satisfaction model based on fuzzy TOPSIS and SERVQUAL methods},
  author={{\"O}zge Nalan and H. Baraçli},
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

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