Presenting a model for continuous improvement of service quality with the approach of prioritizing corrective measures using multi-period decision making in the fuzzy type.2 environment (case study: Shahrekurd urban bus service quality)

Articles in Press

Document Type : Original Article

Author

Department of industrial engineering, Payame Noor University, Tehran, Iran

10.22034/tri.2023.386518.3130

Abstract

The continuous improvement of service quality guarantees the survival and progress of service organizations in the field of competition and requires providing practical solutions to carry out improvement actions. In this paper, a method for continuous service quality improvement with the approach of prioritizing corrective actions in the service quality improvement process is presented. In the proposed method, first, a list of criteria was identified with the help of the Delphi method using the Servqual model, library studies, and expert group opinions, then, a method for prioritizing the criteria by considering the resource limitation in the type-2 fuzzy environment was introduced. In this process, a forecasting method was defined to obtain information in each time period, which makes it possible to carry out a continuous improvement program based on the prioritization of corrective actions in each time period. After introducing the research conceptual model, the prioritization of actions for continuous improvement of Shahrekord bus service quality was studied, and based on that, corrective actions were taken in each time period, which increased the improvement process of service quality criteria during different time periods. The results of the integration of information from different periods of time showed that the criterion of movement information in the station has the highest priority and passenger density in the station is at the lowest level of priority.

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Journal of Transportation Research

Articles in Press, Accepted Manuscript
Available Online from 15 October 2023

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