Urban transport interchanges: A methodology for evaluating perceived quality

Travel patterns in urban areas are becoming increasingly complex, and many public transport users need to transfer between different modes to complete their daily trips. Transport interchanges play a key role as urban transport network nodes, and the quality of the service provided in an urban transport interchange therefore has a direct influence on travellers’ daily experience. This study proposes a useful methodological framework to identify the potential strengths and weaknesses of urban transport interchanges and to manage resources more efficiently. It is based on a two-step analytical procedure combining the classification and regression tree model and importance-performance analysis. A travellers’ attitudinal survey was carried out in the Moncloa transport interchange (Madrid, Spain) and the methodological framework was applied to the data collected. The greatest strengths of the interchange from the users’ point of view are the information provision through signposting, the features of the internal design of the interchange which have a direct influence on aspects related to safety performance, and security conditions, particularly during day-time.

[1]  Michael S. Garver.  Best practices in identifying customer-driven improvement opportunities , 2003 .

[2]  Luigi dell’Olio,et al.  Willingness to pay for improving service quality in a multimodal area , 2011 .

[3]  Mary Kay Christopher,et al.  Structuring and Assessing Transit Management Response to Customer Satisfaction Surveys , 1999 .

[4]  Vukan R Vuchic,et al.  Urban Transit : Operations, Planning and Economics , 2005 .

[5]  Darwin G Stuart,et al.  Customer Satisfaction Contrasts: Express Versus Local Bus Service in Chicago's North Corridor , 1998 .

[6]  Li-Yen Chang,et al.  Analysis of traffic injury severity: an application of non-parametric classification tree techniques. , 2006, Accident; analysis and prevention.

[7]  Shauna L. Hallmark,et al.  Characterizing on-road variables that affect passenger vehicle modal operation , 2002 .

[8]  Changwan Kim,et al.  Deploying effective service strategy in the operations stage of high-speed rail , 2011 .

[9]  Jillian Anable,et al.  Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes. , 2007 .

[10]  Mohamed Abdel-Aty,et al.  Analysis of Types of Crashes at Signalized Intersections by Using Complete Crash Data and Tree-Based Regression , 2005 .

[11]  Ian H. Witten,et al.  Data mining: practical machine learning tools and techniques, 3rd Edition , 1999 .

[12]  Juan de Oña,et al.  Perceived service quality in bus transit service: A structural equation approach , 2013 .

[13]  André Luís Policani Freitas.  Assessing the quality of intercity road transportation of passengers: An exploratory study in Brazil , 2013 .

[14]  Zhan Guo,et al.  Modeling Effects of Transit System Transfers on Travel Behavior , 2007 .

[15]  Armando Cartenì,et al.  The hedonic value of railways terminals. A quantitative analysis of the impact of stations quality on travellers behaviour , 2014 .

[16]  David Banister,et al.  The trilogy of distance, speed and time , 2011 .

[17]  Cristian Huse,et al.  Investigating business traveller heterogeneity: Low-cost vs full-service airline users? , 2007 .

[18]  L. Eboli,et al.  Service Quality Attributes Affecting Customer Satisfaction for Bus Transit , 2007 .

[19]  Sevil Sariyildiz,et al.  A SYSTEMATIC QUALITY ASSESSMENT OF UNDERGROUND SPACES -- PUBLIC TRANSPORT STATIONS , 2001 .

[20]  Afshin Shariat Mohaymany,et al.  Analysis of the traffic injury severity on two-lane, two-way rural roads based on classification tree models , 2011 .

[21]  John A. Martilla,et al.  Importance-Performance Analysis , 1977 .

[22]  Gabriela Beirão,et al.  Understanding attitudes towards public transport and private car: A qualitative study , 2007 .

[23]  Constantinos Antoniou,et al.  Public transit user satisfaction: Variability and policy implications , 2008 .

[24]  Chi Xie,et al.  WORK TRAVEL MODE CHOICE MODELING USING DATA MINING: DECISION TREES AND NEURAL NETWORKS , 2002 .

[25]  Juan de Oña,et al.  A classification tree approach to identify key factors of transit service quality , 2012, Expert Syst. Appl..

[26]  Pi-Heng Chung,et al.  Managing valuable Taiwanese airline passengers using knowledge discovery in database techniques , 2007 .

[27]  Luigi dell’Olio,et al.  Modelling user perception of bus transit quality , 2010 .

[28]  James D. Wright,et al.  Handbook of Survey Research. , 1985 .

[29]  Zhan Guo,et al.  Assessing the cost of transfer inconvenience in public transport systems: A case study of the London Underground , 2011 .

[30]  Andres Monzon,et al.  Key quality factors at urban interchanges , 2015 .

[31]  Hiroyuki Iseki,et al.  Not All Transfers Are Created Equal: Towards a Framework Relating Transfer Connectivity to Travel Behaviour , 2009 .

[32]  Laura Eboli,et al.  Performance indicators for an objective measure of public transport service quality , 2012 .

[33]  T. Gärling,et al.  Quality attributes of public transport that attract car users : A research review , 2013 .

[34]  Hiroyuki Iseki,et al.  Style versus Service? An Analysis of User Perceptions of Transit Stops and Stations in Los Angeles , 2010 .

[35]  Eftihia Nathanail,et al.  Measuring the quality of service for passengers on the hellenic railways , 2008 .

[36]  Valerie Webb,et al.  Quantifying the Benefits: Application of Customer Loyalty Modeling in Public Transportation Context , 2010 .

[37]  Jin-Kao Hao,et al.  Transit network design and scheduling: A global review , 2008 .

[38]  Simon Washington,et al.  Binary Recursive Partitioning Method for Modeling Hot-Stabilized Emissions From Motor Vehicles , 1997 .

[39]  Simon Washington,et al.  Hierarchical Tree-Based Versus Ordinary Least Squares Linear Regression Models: Theory and Example Applied to Trip Generation , 1997 .

[40]  S. T. Atkins,et al.  PERSONAL SECURITY AS A TRANSPORT ISSUE: A STATE-OF-THE-ART REVIEW , 1990 .

[41]  Luigi dell’Olio,et al.  The quality of service desired by public transport users , 2011 .

[42]  Kalyanmoy Deb,et al.  Time Scheduling of Transit Systems With Transfer Considerations Using Genetic Algorithms , 1998, Evolutionary Computation.

[43]  Sung-Lin Hsueh,et al.  Customer behavior and decision making in the refurbishment industry‐a data mining approach , 2010 .

[44]  Reza Sigari Tabrizi,et al.  The role of human factor in incidence and severity of road crashes based on the CART and LR regression: a data mining approach , 2011, WCIT.

[45]  Aaron Weinstein,et al.  Customer Satisfaction Among Transit Riders: How Customers Rank the Relative Importance of Various Service Attributes , 2000 .

[46]  E. Welch,et al.  Customer Loyalty and Chicago, Illinois, Transit Authority Buses , 2011 .

[47]  David A. Hensher,et al.  Passenger experience with quality-enhanced bus service: the tyne and wear ‘superoute’ services , 2010 .

[48]  Manoranjan Parida,et al.  Security perceptions of Delhi commuters at Metro-bus interchange in multi modal perspective , 2011 .

[49]  Andres Monzon,et al.  Private funding and management for public interchanges in Madrid , 2010 .

[50]  Craig Townsend,et al.  Assessment of Potential Improvements to Metro–Bus Transfers in Bangkok, Thailand , 2012 .

[51]  Y. Kim,et al.  Customer satisfaction using low cost carriers , 2011 .

[52]  Yu-Hern Chang,et al.  Examining airline service quality from a process perspective , 2005 .

[53]  João de Abreu e Silva,et al.  User Satisfaction of Intermodal Transfer Facilities in Lisbon, Portugal , 2013 .

[54]  Ralph Gakenheimer,et al.  Urban mobility in the developing world , 1999 .