Ensuring high service quality is essential for encouraging the use of public transportation systems. It guides passengers to use public transportation systems instead of private cars. Established by the European Committee for Standardization (CEN) in 2002, the EN 13816 standard outlines key metrics to assess service quality in public transport operations. The standard comprises eight main criteria: availability, accessibility, time, comfort, information, customer care, security, and environmental impact. In this study, service quality is modeled for the public transportation system using a fuzzy Analytic Hierarchy Process (AHP) approach. Neutrosophic sets are applied to the proposed model to solve the problem. To show the applicability of the method, a real case study from Istanbul is used in the paper. Findings show that the most significant criterion is time, comfort comes in second, and availability is in third. The lowest value belongs to the environmental impact factor. The bus rapid transit service (BRT) quality is evaluated respect with to EN 13816 criteria which is a lack of just evaluation of BRT systems in the literature. At this point, this paper will fill the gap and will be a guide to both transport authorities and operators to show priority areas for improving service quality.