Toplu taşıma hizmet seviyesinin geliştirilmesi için bir yöntem önerisi

Quality of service is one of the most important agents which encourages the use of public transportation systems. Therefore, service quality criteria for public transportation buses in Istanbul are defined systematically and their performance is measured regularly by applying customer satisfaction surveys. To obtain high customer satisfaction levels is of great importance for public transportation authorities. This study aims to propose a convenient methodology for the evaluation of customer satisfaction levels to show and improve service level for each bus operator in Istanbul. An interval type-2 fuzzy EDAS method is proposed for the evaluation and improvement of public transportation bus operators' service level based on customer satisfaction surveys. In total, 3.350 customer satisfaction surveys are conducted by IETT to investigate the satisfaction levels in year 2017. The evaluation criteria are based on EN13816 criteria for each bus operator, the importance level of each criteria are determined from the passengers' perspective. Furthermore, the proposed model reveals improvement opportunities for each operator. The environmental impact criteria is the worst scored criteria that needs to be improved among all three bus operators. Also, we conclude with specific suggestions for each bus operator. The proposed approach contributes decision makers to determine future investment fields for service level improvement meanwhile it shows a general level for the operational shortcomings of the service provided. For further research, this method can be applied for specific bus transit routes in order to measure the service level of each bus transit route. Moreover, the proposed model can be modified in order to analyze the relation between customer satisfaction and customer loyalty for future work.