یک روش ترکیبی سروکوال و تاپسیس سلسله مراتبی بر اساس مجموعه‌های فازی نوع2 برای ارزیابی کیفیت خدمات (مطالعه موردی: کیفیت خدمات حمل و نقل عمومی شهرکرد)

مدیریت بهره‌وری

مقاله 4، دوره 11، 3(42)پاییز، آذر 1396، صفحه 81-113   

نوع مقاله: علمی پژوهشی

نویسندگان

علی دهقانی فیل آبادی^{* 1}؛ امیر سامان خیرخواه²؛ حمید رضا احدی³

¹مربی، گروه مهندسی صنایع، دانشگاه پیام نور، تهران، ایران.

²دانشیار، گروه مهندسی صنایع، دانشگاه بوعلی سینا، همدان.

³استادیارگروه مهندسی حمل و نقل ریلی دانشگاه علم وصنعت

چکیده

روش سروکوال یکی از کاربردی ترین روشها در سنجش کیفیت خدمات است که دارای ساختار سلسله مراتبی شامل چند بعد اصلی و چند آیتم است و فاصله بین انتظارات و ادراک مشتریان از خدمات دریافتی را برای هر یک از آیتم­ها مورد تحلیل قرار می­دهد، از سوی دیگر کیفیت خدمات یک مفهوم انتزاعی و ذهنی است و ارزش شاخص های آن به صورت ترم­های زبانی تعیین می­شوند که دارای ابهام هستند، بنابراین، در این مقاله یک روش ترکیبی سروکوال و تاپسیس سلسله مراتبی ارائه شده است که در آن براساس ساختار سروکوال، کیفیت خدمات، با کمک روش تاپسیس سلسله مراتبی مورد ارزیابی قرار می­گیرد و برای مقابله با ابهام موجود در داده­های مسأله، از مفاهیم مجموعه­های فازی نوع2 استفاده می­شود. روش پیشنهادی، در قالب یک مطالعه موردی، برای ارزیابی کیفیت خدمات سناریوهای حمل و نقل شهری در شهرکرد شامل اتوبوس، تاکسی گردشی و تاکسی خطی مورد استفاده قرار گرفته است، نتایج حاصل از مطالعه موردی نشان می­دهد که در مجموع، تاکسی گردشی بالاترین سطح کیفیت خدمات را دارد و تاکسی خطی و اتوبوس در رتبه­های بعد قرار دارند.

کلیدواژه‌ها

سروکوال؛ تاپسیس سلسله مراتبی؛ کیفیت خدمات؛ مجموعه‌های فازی نوع2

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