This paper presents one approach for determining the rail passengers’ service quality. With the aim to increase the number of loyal passengers, and consequently revenue, rail companies around the world measure a service quality. Different approaches and methods for a service quality measurement are used in relevant literature. We proposed the multi-criteria decision making method which includes linguistic and imprecise values of inputs. Approximately 200 passengers of Swiss Stadler trains in Serbia were questioned, during 2016 and 2017. The survey was conducted to produce a real picture of passengers’ satisfaction and to track a trend of the quality of rail service in the last two years. The developed model and obtained results could be useful for rail managers and rail experts in Serbia, but also in other countries. With some modifications proposed model could be applied in other industries as well.

Service quality, Rail service, Rail passengers, Fuzzy logic, TOPSIS