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This study aims to determine the needs and expectations that are the most crucial for young passengers when evaluating bus transportation services. We compare opinions on several criteria to improve our understanding of what is required to gain a competitive advantage and to differentiate a bus transportation firm from its rivals. We propose a new hybrid multiple-criteria decision-making approach that combines fuzzy logic and stochastic multi criteria acceptability analysis. In this approach, passengers’ needs and expectations are weighted using the Kano model with fuzzy logic. The hybrid method used in this study also offers an approach to the social sciences. The results obtained in this study identify the presence of multimedia facilities and card services that save money on trips and provide opportunities for free travel as the most important expectations for young passengers, while the cleanliness of buses and drivers obeying traffic rules have the lowest importance.

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