The joint SERVQUAL and hierarchical TOPSIS based on type2 fuzzy sets for assessment of quality services (Case study: the public transportation of service quality of sharekurd)

Abstract

The SERVQUAL method is one of the most applied methods for assessment of service quality which have a hierarchical structure including a few main dimensions and a few items, which analyzes the distance between expectations and perceptions of received services for each of the items. On the other hand, the qualities of services are mental and concrete concepts which their indexes are determined in linguistic vocabulary with ambiguity. Therefore, in this paper a joint SERVQUAL and hierarchical TOPSIS method was assessed, and to deal with ambiguity of the data, the concepts of type-2 fuzzy sets were used. The proposed method for assessment the quality of services, the outline of urban transportation in Sharekurd including, bus, tour taxi and public taxi were used. The results showed that, altogether tour taxi has the highest level of service quality, and public taxi and bus were next respectively.

Keywords

• servqual
• hierarchical topsis
• service quality
• type2 fuzzy sets