Comparing the Heterogeneity: An Analysis of the Perceived Quality of Passenger Interchange Stations in Europe

The satisfaction level on different aspects stated by customers may be very useful in order to determine which particular areas need to be improved in the provision of transport services,- in this case, intermodal services. In this regard, a number of theories remark the need to evaluate the quality through surveys. But the level of satisfaction does not indicate quality directly, since it is highly dependent on the respondents’ expectations and on intrinsic characteristics of the aspects being evaluated, and, therefore, is not an objective measure. Here the authors have evaluated the quality of five interchange stations through passenger’ surveys, in order to determine the service areas that are worst performing. A methodology for homogenising the quality levels reported- therefore, not real but perceived quality- has been developed to achieve the objectives.

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• Supplemental Notes:
  • This paper was sponsored by TRB committee AP045 Intermodal Transfer Facilities.
• Corporate Authors:

  Transportation Research Board

  500 Fifth Street, NW
  Washington, DC  United States  20001
• Authors:
  • Alonso, Andrea
  • Monzon, Andres
  • Lopez-Lambas, Maria E
• Conference:
  • Transportation Research Board 94th Annual Meeting
  • Location: Washington DC, United States
  • Date: 2015-1-11 to 2015-1-15
• Date: 2015

Language

• English

Media Info

• Media Type: Digital/other
• Features: Figures; References; Tables;
• Pagination: 17p
• Monograph Title: TRB 94th Annual Meeting Compendium of Papers

Subject/Index Terms

• TRT Terms: Customer satisfaction; Interchanges; Intermodal transfer; Passengers; Quality of service; Railroad stations
• Geographic Terms: Europe
• Subject Areas: Operations and Traffic Management; Passenger Transportation; Public Transportation; Terminals and Facilities; I73: Traffic Control;

Filing Info

• Accession Number: 01551751
• Record Type: Publication
• Report/Paper Numbers: 15-4013
• Files: PRP, TRIS, TRB, ATRI
• Created Date: Jan 27 2015 11:24AM