Consensus modeling in Delphi's process using the concept of qualitative reasoning and its application in identification and localization effective criterions to improve the quality of services

In service organizations, improving service quality is critical for increasing productivity, profitability and customer satisfaction, and without identifying these criteria, improving service quality is not possible. Therefore, the aim of this paper is to introduce a Delphi method based on the concept of qualitative reasoning for identification and localization the effective criteria in the quality of services. Firstly, the concepts of the qualitative absolute order of magnitude method were described, and based it, a regular structure for the Delphi method was presented. In a qualitative reasoning environment, a consensus function by using the concept of entropy was introduced. Then, the mechanism for achieving convergence in the Delphi method was provided. According to the conceptual model offered by this research, identification and localization criteria for service quality of the public transportation in ShahreKurd city were investigated as a case study. The results showed that among the 35 initial criteria that were collected based on the combination of criteria in library studies and Expert Panel views, 30 criteria were selected as effective criteria to improve the service quality of Shahrekurd public transportation.