IDEAS home Printed from https://ideas.repec.org/a/eee/transa/v84y2016icp31-43.html
   My bibliography  Save this article

Urban transport interchanges: A methodology for evaluating perceived quality

Author

Listed:
  • Hernandez, Sara
  • Monzon, Andres
  • de Oña, Rocío

Abstract

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.

Suggested Citation

  • Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    • Handle: RePEc:eee:transa:v:84:y:2016:i:c:p:31-43
    DOI: 10.1016/j.tra.2015.08.008
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S096585641500244X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tra.2015.08.008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Huse, Cristian & Evangelho, Fabio, 2007. "Investigating business traveller heterogeneity: Low-cost vs full-service airline users?," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 43(3), pages 259-268, May.
    2. Cascetta, Ennio & Cartenì, Armando, 2014. "The hedonic value of railways terminals. A quantitative analysis of the impact of stations quality on travellers behaviour," Transportation Research Part A: Policy and Practice, Elsevier, vol. 61(C), pages 41-52.
    3. Nathanail, Eftihia, 2008. "Measuring the quality of service for passengers on the hellenic railways," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 48-66, January.
    4. dell'Olio, Luigi & Ibeas, Angel & Cecín, Patricia, 2010. "Modelling user perception of bus transit quality," Transport Policy, Elsevier, vol. 17(6), pages 388-397, November.
    5. dell'Olio, Luigi & Ibeas, Angel & Cecin, Patricia, 2011. "The quality of service desired by public transport users," Transport Policy, Elsevier, vol. 18(1), pages 217-227, January.
    6. Gakenheimer, Ralph, 1999. "Urban mobility in the developing world," Transportation Research Part A: Policy and Practice, Elsevier, vol. 33(7-8), pages 671-689.
    7. Beirão, Gabriela & Sarsfield Cabral, J.A., 2007. "Understanding attitudes towards public transport and private car: A qualitative study," Transport Policy, Elsevier, vol. 14(6), pages 478-489, November.
    8. Chou, Jui-Sheng & Kim, Changwan & Kuo, Yao-Chen & Ou, Nai-Chi, 2011. "Deploying effective service strategy in the operations stage of high-speed rail," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(4), pages 507-519, July.
    9. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
    10. Tyrinopoulos, Yannis & Antoniou, Constantinos, 2008. "Public transit user satisfaction: Variability and policy implications," Transport Policy, Elsevier, vol. 15(4), pages 260-272, July.
    11. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    12. Guihaire, Valérie & Hao, Jin-Kao, 2008. "Transit network design and scheduling: A global review," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(10), pages 1251-1273, December.
    13. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    14. David Hensher & Corinne Mulley & Norhayati Yahya, 2010. "Passenger experience with quality-enhanced bus service: the tyne and wear ‘superoute’ services," Transportation, Springer, vol. 37(2), pages 239-256, March.
    15. Freitas, André Luís Policani, 2013. "Assessing the quality of intercity road transportation of passengers: An exploratory study in Brazil," Transportation Research Part A: Policy and Practice, Elsevier, vol. 49(C), pages 379-392.
    16. Eboli, Laura & Mazzulla, Gabriella, 2012. "Performance indicators for an objective measure of public transport service quality," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 51, pages 1-4.
    17. Stradling, Stephen G. & Anable, Jillian & Carreno, Michael, 2007. "Performance, importance and user disgruntlement: A six-step method for measuring satisfaction with travel modes," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(1), pages 98-106, January.
    18. Lopez-Lambas, María Eugenia & Monzon, Andres, 2010. "Private funding and management for public interchanges in Madrid," Research in Transportation Economics, Elsevier, vol. 29(1), pages 323-328.
    19. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    20. Banister, David, 2011. "The trilogy of distance, speed and time," Journal of Transport Geography, Elsevier, vol. 19(4), pages 950-959.
    21. Wong, Jehn-Yih & Chung, Pi-Heng, 2007. "Managing valuable Taiwanese airline passengers using knowledge discovery in database techniques," Journal of Air Transport Management, Elsevier, vol. 13(6), pages 362-370.
    22. Guo, Zhan & Wilson, Nigel H.M., 2011. "Assessing the cost of transfer inconvenience in public transport systems: A case study of the London Underground," Transportation Research Part A: Policy and Practice, Elsevier, vol. 45(2), pages 91-104, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Shuli Luo & Sylvia Y He, 2021. "Using data mining to explore the spatial and temporal dynamics of perceptions of metro services in China: The case of Shenzhen," Environment and Planning B, , vol. 48(3), pages 449-466, March.
    2. Caiyun Cui & Meng Liu & Yong Liu & Bo Xia & Martin Skitmore & Guobo Han, 2021. "The Influence of Passengers’ Perceived Social Responsibility Efforts on Their Satisfaction in Public-Private-Partnership Urban Rail Transit Projects," Sustainability, MDPI, vol. 13(23), pages 1-16, November.
    3. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    4. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    5. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
    6. Garcia-Martinez, Andres & Cascajo, Rocio & Jara-Diaz, Sergio R. & Chowdhury, Subeh & Monzon, Andres, 2018. "Transfer penalties in multimodal public transport networks," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 52-66.
    7. Reinhart Buenk & Sara S (Saartjie) Grobbelaar & Isabel Meyer, 2019. "A Framework for the Sustainability Assessment of (Micro)transit Systems," Sustainability, MDPI, vol. 11(21), pages 1-24, October.
    8. Fan, Shiqi & Yang, Zaili, 2022. "Safety and security co-analysis in transport systems: Current state and regulatory development," Transportation Research Part A: Policy and Practice, Elsevier, vol. 166(C), pages 369-388.
    9. Weiya Chen & Zixuan Kang & Xiaoping Fang & Jiajia Li, 2020. "Design a Semantic Scale for Passenger Perceived Quality Surveys of Urban Rail Transit: Within Attribute’s Service Condition and Rider’s Experience," Sustainability, MDPI, vol. 12(20), pages 1-21, October.
    10. Bellizzi, Maria Grazia & dell'Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2020. "Heterogeneity in desired bus service quality from users’ and potential users’ perspective," Transportation Research Part A: Policy and Practice, Elsevier, vol. 132(C), pages 365-377.
    11. Bas, Javier & Cirillo, Cinzia & Cherchi, Elisabetta, 2021. "Classification of potential electric vehicle purchasers: A machine learning approach," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    12. Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.
    13. Chen, Enhui & Stathopoulos, Amanda & Nie, Yu (Marco), 2022. "Transfer station choice in a multimodal transit system: An empirical study," Transportation Research Part A: Policy and Practice, Elsevier, vol. 165(C), pages 337-355.
    14. María Salomé Ochoa Rico & Arnaldo Vergara-Romero & José Fernando Romero Subia & Juan Antonio Jimber del Río, 2022. "Study of citizen satisfaction and loyalty in the urban area of Guayaquil: Perspective of the quality of public services applying structural equations," PLOS ONE, Public Library of Science, vol. 17(2), pages 1-27, February.
    15. Rungpansa Noichan & Bart Dewancker, 2018. "Analysis of Accessibility in an Urban Mass Transit Node: A Case Study in a Bangkok Transit Station," Sustainability, MDPI, vol. 10(12), pages 1-26, December.
    16. Krister Ian Daniel Roquel & Raymund Paolo Abad & Alexis Fillone, 2021. "Proximity Indexing of Public Transport Terminals in Metro Manila," Sustainability, MDPI, vol. 13(8), pages 1-16, April.
    17. Sajjakaj Jomnonkwao & Thanapong Champahom & Vatanavongs Ratanavaraha, 2020. "Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-20, May.
    18. Iván Manuel Mendoza-Arango & Eneko Echaniz & Luigi dell’Olio & Eduardo Gutiérrez-González, 2020. "Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction," Sustainability, MDPI, vol. 12(13), pages 1-20, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    2. Wan, Dan & Kamga, Camille & Liu, Jun & Sugiura, Aaron & Beaton, Eric B., 2016. "Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service," Transport Policy, Elsevier, vol. 49(C), pages 41-55.
    3. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    4. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    5. Echaniz, Eneko & dell’Olio, Luigi & Ibeas, Ángel, 2018. "Modelling perceived quality for urban public transport systems using weighted variables and random parameters," Transport Policy, Elsevier, vol. 67(C), pages 31-39.
    6. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris, 2014. "Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips," Transport Policy, Elsevier, vol. 31(C), pages 35-46.
    7. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    8. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    9. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    10. Benedetto Barabino & Nicola Aldo Cabras & Claudio Conversano & Alessandro Olivo, 2020. "An Integrated Approach to Select Key Quality Indicators in Transit Services," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(3), pages 1045-1080, June.
    11. Rubén Cordera & Soledad Nogués & Esther González-González & Luigi dell’Olio, 2019. "Intra-Urban Spatial Disparities in User Satisfaction with Public Transport Services," Sustainability, MDPI, vol. 11(20), pages 1-22, October.
    12. Alessandro Vitale & Giuseppe Guido & Daniele Rogano, 2016. "A smartphone based DSS platform for assessing transit service attributes," Public Transport, Springer, vol. 8(2), pages 315-340, September.
    13. Mahmood Mahmoodi Nesheli & Avishai (Avi) Ceder & Robin Brissaud, 2017. "Public transport service-quality elements based on real-time operational tactics," Transportation, Springer, vol. 44(5), pages 957-975, September.
    14. Díez-Mesa, Francisco & de Oña, Rocio & de Oña, Juan, 2018. "Bayesian networks and structural equation modelling to develop service quality models: Metro of Seville case study," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 1-13.
    15. Juan Oña & Rocío Oña & Griselda López, 2016. "Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation," Transportation, Springer, vol. 43(5), pages 725-747, September.
    16. Grisé, Emily & El-Geneidy, Ahmed, 2017. "Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K," Journal of Transport Geography, Elsevier, vol. 58(C), pages 166-175.
    17. Puteri Paramita & Zuduo Zheng & Md Mazharul Haque & Simon Washington & Paul Hyland, 2018. "User satisfaction with train fares: A comparative analysis in five Australian cities," PLOS ONE, Public Library of Science, vol. 13(6), pages 1-26, June.
    18. Ratanavaraha, Vatanavongs & Jomnonkwao, Sajjakaj & Khampirat, Buratin & Watthanaklang, Duangdao & Iamtrakul, Pawinee, 2016. "The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach," Transport Policy, Elsevier, vol. 45(C), pages 116-126.
    19. Laura Eboli & Gabriella Mazzulla, 2014. "Investigating the heterogeneity of bus users' preferences through discrete choice modelling," Transportation Planning and Technology, Taylor & Francis Journals, vol. 37(8), pages 695-710, December.
    20. Iván Manuel Mendoza-Arango & Eneko Echaniz & Luigi dell’Olio & Eduardo Gutiérrez-González, 2020. "Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction," Sustainability, MDPI, vol. 12(13), pages 1-20, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:transa:v:84:y:2016:i:c:p:31-43. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/547/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.