Service quality assessment with a combined approach to interpretive structural modeling, fuzzy AHP, extended TODIM in the rail transport system (Study of Qom)

Rail transport industry is one of the growing industries in Iran, and competition in this industry has always increased, and this has led to the recognition of the status of companies active in this area is very important. Each company has one or more competitive advantages that make it superior to its competitors. The quality of services provided by companies can be considered as a competitive advantage for each of them. The purpose of this study was to investigate the factors affecting the quality of service in the railway transportation area and ranking of the companies active in the rail transport of Qom railway station based on these factors. In this research, the hierarchy of criteria was obtained using interpretive structural modeling method, and then their significance was calculated by fuzzy analytic hierarchy process method. Finally, companies have been ranked by the Extended TODIM (an acronym in Portuguese of interactive and multiple attribute decision making) methods, which showed that Fadak company has been selected as the best company in terms of service quality.