A Decision Tree Approach for Achieving High Customer Satisfaction at Urban Interchanges-Reference-Cited by-同舟云学术

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

Published:2018-06-26 Issue:3 Volume:19 Page:194-202
ISSN:1407-6179
Container-title:Transport and Telecommunication Journal
language:en
Short-container-title:

Author:

Tsami Maria¹,Adamos Giannis²,Nathanail Eftihia³,Budiloviča Evelina Budilovich⁴,Jackiva Irina Yatskiv⁴,Magginas Vissarion¹

Affiliation:

1. University of Thessaly , Department of Civil Engineering , Pedion Areos, GR-38334 Volos , Greece , Ph.: +302421074133, Fax: +302421074131

2. University of Thessaly , Department of Civil Engineering , Pedion Areos, GR-38334 Volos , Greece , Ph.: +302421074158, Fax: +302421074131

3. University of Thessaly , Department of Civil Engineering , Pedion Areos, GR-38334 Volos , Greece , Ph.: +302421074164, Fax: +302421074131

4. Transport and Telecommunication Institute , Lomonosova Street 1, LV-1019 Riga , Latvia , Ph.: +37167100544, Fax: +37167100660

Abstract

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.

Publisher

Walter de Gruyter GmbH

Subject

Computer Science Applications,General Engineering

Link

https://www.sciendo.com/pdf/10.2478/ttj-2018-0016

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