عنوان مقاله [English]
Designing appropriate services is critical to customer satisfaction and meeting the needs of stakeholders. However, in the field of public transport, despite its importance, this goal does not seem to have been achieved. Evaluating the services provided and determining customer expectations can be helpful in achieving this goal. Improving the quality of public transportation services and increasing customer satisfaction by identifying their needs and providing an appropriate solution to meet the needs of this study. Nowadays, performance appraisal is inevitable and all organizations evaluate performance to gain awareness of progress, identify challenges in the organization, and identify their weaknesses, and without it, performance improvement will not be possible. The key to achieving performance improvement is understand the customer needs and wants and using them in product / service design and delivery processes. Quality Performance Development (QFD) is a concept that seeks to capture the true voice of customers in the design and delivery of products / services. The present study intends to use QFD and multi-criteria decision-making process to provide a framework for better understanding of public transport system planners' customer requirements, identifying program strengths and weaknesses, and developing appropriate programs. In this research, the three-stage QFD model is used to evaluate the performance and identify the requirements of public transportation. Its stages are divided into three stages: extracting the relative importance of strategies, extracting the relative importance of criteria, and evaluating the performance of public transportation programs. In the first and second stages, using the BMW method, the cumulative relative importance of each organization strategy and the cumulative relative importance of each criterion are determined, respectively, and in the third stage, development plans to improve public transportation are ranked. The results show that the field of public transport facilities has the most weight. Also, the ranking of programs shows that investing in intercity rail transportation can greatly increase public transportation service.