A hybrid fuzzy BWM-VIKOR MCDM to evaluate the service level of bike-sharing companies: A case study from Chengdu, China

Abstract Bike-sharing is being widely used in many cities in China and gradually penetrated people's daily habits. However, because there are so many bicycle providers in the market, companies need to develop differentiated service strategies to compete in this homogenized market. Therefore, this paper examined the current bike-sharing enterprise service level in Chengdu, constructed a evaluation index system with 17 indicators under four main dimensions: perceptibility, availability, reliability, and sustainability; Developed a multi-stage hybrid fuzzy best and worst method (BWM) and Visekriterijumska Optimizacija i Kompromisno Resenje (VIKOR) method to evaluate bike-sharing service levels, understand user perceptions, and enable decision-makers to make more accurate and reliable judgments under uncertain conditions. This research provided a new comprehensive decision-making tool that the evaluation results could help managers improve their performances targeted, provide users with higher quality products and services, and contribute to the long-term development of companies.