Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology

Author:

Bilişik Özge Nalan,Şeker Şükran,Aydın Nezir,Güngör Nihan,Baraçlı Hayri

Publisher

Springer Science and Business Media LLC

Subject

Multidisciplinary

Reference52 articles.

1. Rao, K.C.A.; Thakar, G.: Enhancement of customer satisfaction by QFD in bus service. Int. J. Adv. Comput. Theory Eng. (IJACTE) 2(5), 2319–2526. ISSN (Print) (2013)

2. Awasthi, A.; Chauhan, S.; Omrani, H.: Application of fuzzy TOPSIS in evaluating sustainable transportation systems. Expert Syst. Appl. 38(10), 12270–12280 (2011a)

3. Lovelock, C.; Wirtz, J.: Complaint Handling and Service Recovery. Services Marketing: People Technology, Strategy. Pearson, Upper Saddle River (2010)

4. Rosander, A.C.: The Quest for Quality in Services. Quality Press, Milwaukee (1989)

5. Apostolopoulou, E.; Nellas, G.; Ganoudis, D.; Marinaki, A: Understanding quality needs and expectations of potential metro users in Athens. In: European Transport Conference, pp. 71–82 (2000)

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