Assessment of Induced Fuzziness in Passenger’s Perspective of Transit Service Quality: A Sustainable Approach for Indian Transit Scenario

  • Suprava JenaEmail author
  • Hetsav Dholawala
  • Mahabir Panda
  • P. K. Bhuyan
Conference paper
Part of the Lecture Notes in Civil Engineering book series (LNCE, volume 45)


Passengers form the most important stake-holding body in public transit services. This study deals with the complexity of assessing transit service quality by identifying attributes affecting passenger’s satisfaction. An innovative questionnaire was designed by taking passengers’ demographic information and a wide spectrum of attributes related to operating conditions of two bus rapid transit systems (BRTS), i.e., Janmarg (Ahmedabad city) and Sitilink (Surat city) in the state of Gujarat. Total 23 variables are extracted using factor analysis with a Kaiser-Meyer-Olkin (KMO) value of 0.63 to conclude that the sample size is adequate enough for the model. These variables are grouped into six principal components and changed over to fuzzy sets with three membership functions each to map the fuzziness and ambiguity in passengers’ perception. The complications of generating 36 = 729 number of fuzzy rules are solved by introducing a hierarchical fuzzy inference system (FIS) with two lower-level FIS and one higher-level FIS. The first lower FIS consists of “accessibility,” “service provisions,” and “reliability” as fuzzy input variables to get “availability” as an output variable. The second lower FIS contains “safety and security,” “fare,” and “comfort” as input parameters to produce “comfort and convenience” as an output variable. The resulting fuzzy values are used in higher-level FIS and defuzzified to evaluate the satisfaction level of passengers by max-min composition technique. This method will help in improving existing transit facilities and devising strategies for ensuring sustainability.


Transit service quality Perception survey Factor analysis Fuzzy inference system Membership functions 


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Copyright information

© Springer Nature Singapore Pte Ltd. 2020

Authors and Affiliations

  • Suprava Jena
    • 1
    Email author
  • Hetsav Dholawala
    • 1
  • Mahabir Panda
    • 1
  • P. K. Bhuyan
    • 1
  1. 1.Department of Civil EngineeringNational Institute of Technology RourkelaRourkelaIndia

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