Work

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

Year: 2018

Type: article

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.

Source: Transport and Telecommunication Journal

DOI: 10.2478/ttj-2018-0016

Authors: Maria Tsami, Giannis Adamos, Eftihia Nathanail, Evelina Budilovich Budiloviča, Irina Yatskiv Jackiva, Vissarion Magginas

Institutions: University of Thessaly, Transport and Telecommunication Institute

Language: English

Topic: Transportation Planning and Optimization

Subfield: Transportation

Field: Social Sciences

Domain: Social Sciences

SDG: Sustainable cities and communities

Open Access status: gold

Estimated APC paid: $130