Muhammet Deveci

39522

Toplu Taşımacılıkta Müşteri Memnuniyetini Geliştirmek için Aralıklı Tip-2 Bulanık Yöntemini Temel Alan Bütünleşik Bir TOPSIS, GRA ve VIKOR

Son zamanlarda, aralıklı tip-2 yöntemleri ile çok kriterli karar verme problemleri hem araştırmacıların hem de uygulayıcıların dikkatini çekmiştir. Bu çalışmada, İstanbul’daki tüm taşıma modlarında (metro, otobüs ve metrobüs) müşteri memnuniyetinin değerlendirilmesi için bir aralıklı tip-2 bulanık TOPSIS ve GRA tabanlı VIKOR yöntemi önerilmiştir. Buna ek olarak, problemi çözmek için aralıklı tip-2 bulanık TOPSIS yöntemi de kullanılmaktadır. Toplu taşıma kullanıcılarının hizmet memnuniyetini etkileyen faktörleri araştırmak için bir online (çevrimiçi) anket yürütülmüştür. Veriler, İstanbul’da toplu taşıma kullanıcısı olan 323 kişiden toplanmıştır. Sonuç olarak, toplu taşımada müşteri memnuniyetinin değerlendirilmesi için bir aralıklı tip-2 bulanık çok kiriterli karar verme yöntemi önerilmiştir. Çeşitli çok kiriterli karar verme yöntemlerinin performansları, önerilen ve aralıklı tip-2 bulanık TOPSIS yöntemlerinin etkinliğini ve esnekliğini keşfetmek amacıyla birbiriyle karşılaştırılmıştır. Sonuçlar, önerilen yöntemin değerlendirme problemleri ve diğer MCDM problemleri için güvenilir ve pratik olduğunu göstermektedir.
Anahtar Kelimeler:

Müşteri memnuniyeti, Toplu taşıma, Aralıklı tip-2 bulanık çok kriterli karar verme, TOPSIS, GRA, VIKOR

An Integrated TOPSIS, GRA and VIKOR Based on Interval Type-2 Fuzzy Method to Improve Customer Satisfaction in Public Transportation

Recently, multi-criteria decision making problems with interval type-2 fuzzy methods have received increasing attention both from researchers and practitioners. In this study, an interval type-2 fuzzy TOPSIS and GRA based VIKOR method is proposed for the evaluation of the customer satisfaction in all the transportation modes in Istanbul (metro, bus and bus rapid transit). Furthermore, the interval type-2 fuzzy TOPSIS method is also utilized to solve the problem. An online survey is conducted to investigate factors affecting public transport users’ satisfaction with the service. Data is collected from 323 public transport users in Istanbul. As a result, an interval type-2 fuzzy multi-criteria decision making method has been proposed for the evaluation of customer satisfaction in public transportation. The performances of various multi-criteria decision making methods are also compared with each other with a view to exploring the effectiveness and flexibility of proposed method and interval type-2 fuzzy TOPSIS method. The results show that the proposed method is reliable and practical for evaluate problems and other MCDM problems.
Keywords:

Customer satisfaction, Public transportation, Interval type-2 fuzzy multi criteria decision making, TOPSIS, GRA,

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Cumhuriyet Science Journal-Cover
  • ISSN: 2587-2680
  • Yayın Aralığı: Yılda 4 Sayı
  • Başlangıç: 2002
  • Yayıncı: SİVAS CUMHURİYET ÜNİVERSİTESİ > FEN FAKÜLTESİ
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