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

Maria Tsami, Giannis Adamos, Eftihia Nathanail, Evelina Budilovich, Irina Yatskiv (Jackiva), Vissarion Magginas

Transport and Telecommunication (ISSN: 1407-6179), Vol. 19, Issue 3, pp. 194-202 (2018)
DOI: 10.1515/ttj-2018-0016
Keywords: City hubs; operation; design; evaluation; decision making; sustainability; public transport; intermodality

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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.