Evaluation of Transportation Service Quality of Metro Lines in Tehran by a Hybrid Approach Based on SERVQUAL and Fuzzy TOPSIS

Evaluation of the quality of urban transportation services is vital to improve productivity, profitability and customer satisfaction. All of the transportation organizations evaluate various parameters related to the quality of transportation services, such as performance, reliability, security, and convenience, on a regular basis. This evaluation can be done by customers, service personnel and transportation experts. Since the assessment of the quality of the metro lines has not been carried out in Iran by fuzzy MCDM method, in this paper, we present a hybrid approach for evaluating the service quality of metro lines in Tehran based on SERVQUAL and fuzzy TOPSIS. Our proposed approach consists of two steps. The first one involves development of a SERVQUAL based questionnaire to collect data for measuring transportation service quality and in the second step; fuzzy TOPSIS method is used to select the best alternative. Fuzzy TOPSIS generates an overall performance score for each alternative. The alternative with the highest score is finally chosen. The final ranking results show that the red metro line is the best of four metro lines in terms of service quality, followed by green line, yellow line and blue line.