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)

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Document Type : Original Article

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

10.22034/road.2023.387295.2147

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 measures in the form of known methods. In this paper, a model for continuous service quality improvement with the approach of prioritizing measures in the service quality improvement process is presented. In this method, actions are prioritized based on the feedback of users' opinions in multiple periods. Since, the value of each of the effective factors in service quality is determined qualitatively and based on the individual judgments of customers, the theory of fuzzy sets type.2 is used to describe this linguistic information. In this process, a predictive method was defined to obtain information in each of the time periods, which makes it possible for the continuous improvement program to proceed based on the priority of corrective actions in each time period. After introducing the research conceptual model, the prioritization of measures to continuously improvement service quality of the Shahrekurd bus system was studied, which led to effective results in improving the service quality, so that in each period of time, the Prioritization of the service quality criterions were determined to corrective measures in the following periods.

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