English Abstract
Abstract :
This research has provided new insight into the service quality dimensions SERVQUAL
model for Riyadh's Public Transport System (RPTS).
The study attempted to solve the problem of the enormous dependency on private cars and
road congestion in Riyadh City. Accordingly, it has structured the most important criteria,
attributes, and KPIs that will lead Riyadh's citizens and residents to depend heavily on the
new public transport system. Additionally, the study has found some of the optimal standards
and strategies that lead ridership to use the public transport system effectively and
effectively.
The SERVQULA model has been used in this study to structure the framework of the study,
which fits the needs of RPTS's ridership. The method was an integration between Fuzzy
Analytical Hierarchy Process (FAHP) method and Quality Function Deployment (QFD)
model. Two questionnaire types have been used. The first type was a public questionnaire
with a sample size of 385 participants from Riyadh City, distrucbuted using the online
platforms such as WhatsAPP, Telegram, and Instagram; the responses rate was 97%. SPSS
has been used for analyzing the public questionnaire results; then, these results have been
converted into fuzzy numbers using the Fuzzy Number Conjoint Model (FNCM) to overcome
the uncertainty of the public participants' answers. The second questionnaire type was an
experts' questionnaire with a sample size of 20 experts from the Royal Commission of Riyadh
City (RCRC), with a responses rate of 77%. FAHP method has been used for prioritizing the
results of the experts' questionnaire; then, the weighted results have been exported to the
first stage of the QFD model.
The study results found that facility reliability, service reliability, and cultural mobility are
critical quality dimensions that lead to the efficient use of RPTS. Additionally, accessibility
to the service; time quality; safety & security; and personnel quality are the most critical
attributes for achieving the goal of this study.
A new software application has been developed as a decision-making tool that facilitates the
calculation of the FAHP method. It can also deal with consensus problems in FAHP.
Additionally, the application can deal with the QFD process with the original four phases
and customize the phases according to users' needs. Moreover, both FAHP and QFD can
be integrated with this application.
