<abstract xmlns="http://www.w3.org/1999/xhtml"><p>This paper introduces a decision tree approach, which can be used for the assessment of the design, operation and services provided at urban transport interchanges. Realizing a customer satisfaction survey, feedback was received from 239 users of the Riga International Coach Terminal on crucial attributes, including: travel information, wayfinding information, time and movement, access, comfort and convenience, station attractiveness, safety and security, emergency situation handling and overall satisfaction. Findings revealed the most significant parameters that need to be addressed in order to increase users’ satisfaction, which can gradually improve the overall attractiveness of the terminal and the efficient provision of its services.</p></abstract>

This paper introduces a decision tree approach, which can be used for the assessment of the design, operation and services provided at urban transport interchanges. Realizing a customer satisfaction survey, feedback was received from 239 users of the Riga International Coach Terminal on crucial attributes, including: travel information, wayfinding information, time and movement, access, comfort and convenience, station attractiveness, safety and security, emergency situation handling and overall satisfaction. Findings revealed the most significant parameters that need to be addressed in order to increase users’ satisfaction, which can gradually improve the overall attractiveness of the terminal and the efficient provision of its services.

A Decision Tree Approach for Achieving High Customer Satisfaction at Urban Interchanges

Transport and Telecommunication Institute

Transport and Telecommunication Journal

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

This paper introduces a decision tree approach, which can be used for the assessment of the design, operation and services provided at urban transport...

A Decision Tree Approach for Achieving High Customer Satisfaction at Urban Interchanges

Online veröffentlicht: 26. Juni 2018

Seitenbereich: 194 - 202

DOI: https://doi.org/10.2478/ttj-2018-0016

Schlüsselwörter
City hubs, operation, design, evaluation, decision making, sustainability, public transport, intermodality

© 2018 Transport and Telecommunication Institute, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

A Decision Tree Approach for Achieving High Customer Satisfaction at Urban Interchanges

Online veröffentlicht: 26. Juni 2018

Seitenbereich: 194 - 202

DOI: https://doi.org/10.2478/ttj-2018-0016

SchlüsselwörterCity hubs, operation, design, evaluation, decision making, sustainability, public transport, intermodality

© 2018 Transport and Telecommunication Institute, published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Schlüsselwörter
City hubs, operation, design, evaluation, decision making, sustainability, public transport, intermodality