An EFQM-Based Self-Assessment Method for Railway Transportation Service Quality: An Application With Intuitionistic Fuzzy AHP

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dc.authorid0000-0002-3814-2982en_US
dc.authorid0000-0002-6011-0848en_US
dc.contributor.authorYangınlar, Gözde
dc.contributor.authorGül, Sait
dc.date.accessioned2023-02-27T11:18:08Z
dc.date.available2023-02-27T11:18:08Z
dc.date.issued2022en_US
dc.departmentFakülteler, İşletme Fakültesi, Uluslararası Lojistik Bölümüen_US
dc.description.abstractService quality is one of the most important issues in railway transportation because it is a concept that positively affects customer satisfaction, customer loyalty, corporate image, and intention to repurchase. The European Foundation of Quality Management (EFQM) Excellence Model provides an opportunity to facilitate the service quality-focused self-assessment efforts of the railway companies. This is the first study that integrates intuitionistic fuzzy theory in the application of the EFQM Model of railway industry in Turkey. As the main contribution, it is aimed to find a dedicatedly special weighting schema for the application of EFQM model in railway transportation. For this purpose, Analytic Hierarchy Process (AHP) is utilized with an integration of intuitionistic fuzzy sets that can reveal the decision-makers’ opinions, preferences, and expertise more comprehensively than traditional fuzzy sets can do. Consequently, it is found that the original model should be modified for the railway industry since the weights of all the criteria included in the model are found different than the original ones. The study provides new insights into the long-term benefits of applying the EFQM model as a framework in railway transportation and understanding the associations between the EFQM criteria and railway transportation.en_US
dc.identifier.doi10.21121/eab.1008669en_US
dc.identifier.endpage392en_US
dc.identifier.issue4en_US
dc.identifier.startpage371en_US
dc.identifier.trdizinid1121397en_US
dc.identifier.urihttps://hdl.handle.net/11467/6317
dc.identifier.urihttps://doi.org/10.21121/eab.1008669
dc.identifier.volume22en_US
dc.identifier.wosWOS:000859290000001en_US
dc.identifier.wosqualityN/Aen_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakTR-Dizinen_US
dc.language.isoenen_US
dc.publisherEge Universityen_US
dc.relation.ispartofEge Academic Reviewen_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectEFQM excellence model, analytic hierarchy process, intuitionistic fuzzy sets, self-assessment, railway industry, service qualityen_US
dc.titleAn EFQM-Based Self-Assessment Method for Railway Transportation Service Quality: An Application With Intuitionistic Fuzzy AHPen_US
dc.typeArticleen_US

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