Investigation and Ranking of Factors Influencing Satisfaction of Tehran BRT Public Transport System by TOPSIS Multiple Attribute Decision Making Method

Abstract

According to the growing trend of IT-based systems and rapid economic growth, the number of private vehicles in most cities is growing at an unprecedented rate. This leads to serious and negative situations, such as increasing traffic congestion and environmental pollution, increasing time and capital losses on roads. Public transport is due to higher capacity as an alternative to the private vehicle. CRM is one of the fast-growing management approaches that leads to improved competitive position, greater market share and profitability. In this research, after identifying the factors affecting the use of public transport based on field surveying, using the fuzzy TOPSIS method, the ranking of the factors affecting the use of public transport is done. For this purpose, after identifying the factors affecting customer satisfaction that were ranked through questionnaires distributed among 500 users of public transport system over 5 time periods by multi-criteria decision making system and ranking results of the different periods are compared.