Key quality factors at urban interchanges

Abstract

Quality of service should not be overlooked in public transport planning and policy making, as it influences modal shift from car use to more sustainable means. Little research has been conducted on the quality of public transport interchanges from the perspective of current travellers (i.e. perceived quality). This work thus aimed to identify key quality factors at urban interchanges through an exploratory approach (multiple correspondence analysis) that provides novel elements for further investigation. The methodology was applied at interchanges in Madrid and Gothenburg and the data used in the analysis were collected through customer satisfaction surveys conducted in 2011. The analysis identified five key quality factors per interchange. Ticketing plays a key role at both interchanges while physical and environmental issues emerged at Avenida de América in Madrid, and services, temporal issues and interconnectivity characterise Gothenburg central station. Compared with other quality aspects, classical issues such as safety/security and information are not perceived as important by intermodal travellers.