User Satisfaction of Intermodal Transfer Facilities in Lisbon, Portugal

Abstract

The satisfaction of intermodal transfer facilities and the characteristics of these infrastructures that could influence passenger satisfaction were evaluated. The Lisbon, Portugal, metropolitan area was used as a case study. For this research, a survey was conducted in eight major transit interchanges. Also, an inventory was made of attributes (e.g., platform identification, litter or graffiti, restrooms, seating, lighting, presence of security guards) available in these transit interchanges. With the use of both data sources, a structural equations model was built to assess the relationships between specific aspects of reported satisfaction levels. This model also included variables that described the socioeconomic and behavioral characteristics of the respondents and attributes of the intermodal transfer facilities. Results suggest that there is a hierarchical structure among specific aspects of satisfaction and that both transit interchanges attributes and respondent characteristics significantly affect user satisfaction levels. Also, the presence of litter and graffiti, as well as the presence of guidance signs, significantly influences the levels of satisfaction.