Analysis of satisfaction factors at urban transport interchanges: Measuring travelers’ attitudes to information, security and waiting

Abstract

Transport interchanges can be considered as a node, where people transfer from one mode to another, and as a place to stay, using facilities and services as well as waiting areas. Reducing disruption of transfer in multimodal trips is a key element for assuring seamless mobility in big cities. Based on previous research (Hernández & Monzón, 2016) this paper aims to explore the predictive capacity of attitudes towards several service factors on general satisfaction with transport interchange. Complementary, it was analyzing how personal and trip characteristics are related to evaluation of some variables, and examining the influence of waiting time on the perceived quality. To that end, a two steps methodology was conducted (personal and on-line interview) in a representative sample of 740 users (54% female, 55% work purpose trip). We performed path analysis to test the model showing a satisfactory statistical fit. The model developed show good performance for predicting general satisfaction at Moncloa Transport Interchange (Madrid, Spain). The outputs of the model indicate that Information and Safety and Security factors predicted 49% of general satisfaction. Furthermore, the results showed also a strong association between evaluation of Design and Environmental quality, factors that not affect directly general satisfaction but do so through Information and Safety & Security perception, acting the last as mediator variables. Nevertheless, spending time queuing inside the interchange show a negative influence on Information and Safety & Security, while age of participants affect negatively to Information, which mean that elder have some cognitive accessibility problems. Moreover, our data shows gender differences in safety perception, since women feel less safe (particularity the youngest) inside the interchange. The results indicate a number of priority measures to enhance perceived quality and efficiency of interchanges.DOI: http://dx.doi.org/10.4995/CIT2016.2016.4207

A Literature Review: Which Regulation is Feasible for Assessing User Satisfaction with Terminal Services?

“…Mokhlis (2007) and Handriyati, Sunaryo, and Helia (2015) reported dissatisfaction with security and safety services in small terminals. In contrast, Lois, Monzón, and Hernández (2016); Ishak & Madsah (2016); Ikhlaq, et al (2017);and Cheng, Cao, Huang, and Wang (2018) observed user satisfaction with safety and security in large terminals. This difference indicates that the smaller the terminal is, the lower users' satisfaction with safety and security.…”

“…The private terminal provided better service than the state terminal. Lois et al (2016) and Cheng et al (2018) reported user perceptions of and satisfaction with services delivered in large and integrated terminals.…”

“…Studies focused on large terminals have been carried out by Mokhlis (2007); Mulyanto (2007); Lushakuzi and Daudi (2014); Dana, Nane, Belete, Ergado, and Labiso (2016); Ishak and Madsah (2016); Ikhlaq, et al (2017);and Angestiwi (2018). Furthermore, Lois, Monzón, and Hernández (2016); Abramović (2017); and Cheng, Cao, Huang, and Wang (2018) discussed integrated bus-train stations. These studies required accurate observations and a sufficient number of respondents as well as supporting data.…”