Assessment of Mass Transit Quality of Service Employing Passenger Satisfaction in Soft Computing Techniques

Abstract

Numerous methods for relating Quality of service with Customer satisfaction have been evolved. In this research, Neuro-Fuzzy approach has been used for assessing the Quality of Service based on the data collected on customer satisfaction from Ahmedabad BRTS (Janmarg) and Surat BRTS (Sitilink) from cities of Ahmedabad and Surat city respectively. Neuro Fuzzy was conceived as a Universal Approximator by Jang (1993) incorporating Fuzzy Inference system in the artificial neural network framework, exploiting the advantages of both the methods. Adaptability and learning of NNs and Inference of Fuzzy reasoning has made it reasonable to use it as a Universal Approximator which is highly accurate as well as it can deal with uncertain and vague character of the Human perception.