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Open AccessArticle

A New Model for Defining the Criteria of Service Quality in Rail Transport: The Full Consistency Method Based on a Rough Power Heronian Aggregator

1
MC Transport Design and Simulation, Kadinjača 44a, 11000 Belgrade, Serbia
2
Faculty of Technical Sciences, University of Novi Sad, Trg Dositeja Obradovića 6, 21000 Novi Sad, Serbia
3
Faculty of Transport and Traffic Engineering Doboj, University of East Sarajevo, Vojvode Mišića 52, 74000 Doboj, Bosnia and Herzegovina
4
Department of Logistics, University of Defence in Belgrade, Pavla Jurišića Sturma 33, 11000 Belgrade, Serbia
5
Department for Architecture and Urban Planning, Institute of transportation CIP, Nemanjina 6/IV, 11000 Belgrade, Serbia
*
Author to whom correspondence should be addressed.
Symmetry 2019, 11(8), 992; https://doi.org/10.3390/sym11080992
Received: 27 June 2019 / Revised: 18 July 2019 / Accepted: 23 July 2019 / Published: 2 August 2019
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Abstract

The European standard on transport logistics and services in public passenger transport EN 13816 is based on a relationship between the perception of users and transport carriers throughout the groups of criteria taken as a basis for observation in this paper. The constant development and improvement of services in order to achieve sustainability of passenger transport is an imperative on the one hand and a challenge on the other. This is highly evident in persons with disabilities who are faced with many physical and social barriers related to access to rail transport. In this paper, a new model for the selection of criteria for the quality of passenger service in rail transport, from the perspective of persons with disabilities as the main category of passengers, has been created. The survey has covered 168 criteria classified in several groups and the entire territory of Serbia. In order to select the most important criteria, a new model that implies the integration of Full Consistency Method and a Rough Power Heronian aggregator has been developed. The development of a new aggregator enables more accurate decision-making in the process of group decision-making. The results obtained in this paper show that the most important criteria according to importance are Accessibility, Availability, Security, Time, Customer care, Information, Comfort, Environmental impact. Based on the criteria obtained for the service quality of rail transport for persons with disabilities, railway carriers will be able to change and improve the existing services, content, characteristics, equipment of railway stations and vehicles. View Full-Text
Keywords: persons with disabilities; passenger service; rough power heronian aggregator persons with disabilities; passenger service; rough power heronian aggregator
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This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
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Đorđević, D.; Stojić, G.; Stević, Ž.; Pamučar, D.; Vulević, A.; Mišić, V. A New Model for Defining the Criteria of Service Quality in Rail Transport: The Full Consistency Method Based on a Rough Power Heronian Aggregator. Symmetry 2019, 11, 992.

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