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首页> 外文期刊>Arabian Journal for Science and Engineering >Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology
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Passenger Satisfaction Evaluation of Public Transportation in Istanbul by Using Fuzzy Quality Function Deployment Methodology

机译：基于模糊质量函数展开方法的伊斯坦布尔公共交通旅客满意度评价

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摘要

Quality Function Deployment (QFD) is known as a planning process and methodology that helps companies for listening voice of customers. This process assists company to produce new or improve current products and services according to voice of customers. QFD provides this by transforming voice of customers into the technical language of the company. The aim of this study is to increase service quality and passenger satisfaction by listening voice of passengers, determining their requirements, and integrating these requirements into public transportation services properly. On the other hand, the nature of uncertainty and subjectivity in service delivery processes makes difficult employing QFD effectively. Thus, fuzzy QFD methodology is applied to evaluate public transportation firms in Istanbul including BRT, IETT, Otobus Inc., and Private Busses. At the end of the study, conclusions and discussions are drawn concerning the requirements of passengers to reduce the complaints and improve public transportation services quality.
机译：质量功能部署（QFD）是一种计划过程和方法，可帮助公司聆听客户的声音。此过程可帮助公司根据客户的声音来生产新产品或改进现有产品和服务。 QFD通过将客户的声音转换为公司的技术语言来提供此服务。这项研究的目的是通过倾听乘客的声音，确定他们的要求并将这些要求正确地整合到公共交通服务中来提高服务质量和乘客满意度。另一方面，服务交付过程中的不确定性和主观性使得难以有效地使用QFD。因此，模糊QFD方法论可用于评估伊斯坦布尔的公共交通公司，包括BRT，IETT，Otobus Inc.和私人巴士。在研究结束时，就乘客减少抱怨和提高公共交通服务质量的要求得出结论和讨论。

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