Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0

作者：

Highlights：

• SERVQUAL model is adapted to public transport services considering pandemic.

• The newly metrics added into SERVQUAL, and a novel P-SERVQUAL 4.0 model is proposed.

• The P-SERVQUAL 4.0 model is structured as a three level hierarchical structure.

• Public transport alternatives are evaluated by IVIF AHP-WASPAS methodology.

• A real case in İstanbul is presented to show the applicability of the methodology.

摘要

•SERVQUAL model is adapted to public transport services considering pandemic.•The newly metrics added into SERVQUAL, and a novel P-SERVQUAL 4.0 model is proposed.•The P-SERVQUAL 4.0 model is structured as a three level hierarchical structure.•Public transport alternatives are evaluated by IVIF AHP-WASPAS methodology.•A real case in İstanbul is presented to show the applicability of the methodology.

论文关键词：IVIF-AHP,IVIF-WASPAS, COVID-19,Public transport,SERVQUAL

论文评审过程：Received 1 April 2021, Revised 24 July 2021, Accepted 9 August 2021, Available online 13 August 2021, Version of Record 18 August 2021.

论文官网地址：https://doi.org/10.1016/j.eswa.2021.115757