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The most of previous studies evaluate the relative service quality at bus routes level regarding certain aspects without establishing any interaction between company and passenger’s point of view nor quantifying needed improvements. To overcome this gap, a three-stage approach based on the Fuzzy SERVPERF and Data Envelopment Analysis method has been adopted in this paper. The first stage includes an assessment of the perceived quality of each bus route, taking into account the SERVPERF model. The second stage involves using the DEA to calculate the perceived quality index from the SERVPERF dimensions scores. Both phases were conducted under a fuzzy environment to address the possible ambiguity and imprecision of the customer’s point of view in the assessment process. In the third stage, a quality effectiveness DEA model is proposed, in which the company and customers’ points of view are taken into account, respectively. Namely, the model identifies ineffective bus routes where the actual level of quality, as provided by company, could not be translated to highest possible levels of perceptions by customers, and provides potential improvements for these routes. To illustrate our approach, an empirical study is conducted about 25 bus routes in a major Moroccan city named Fez.
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