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

Tsami Maria; Adamos Giannis; Nathanail Eftihia; Budiloviča Evelina Budilovich; Jackiva Irina Yatskiv; Magginas Vissarion

doi:10.2478/ttj-2018-0016

Transport and Telecommunication (Sep 2018)

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

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

Affiliations

Tsami Maria: University of Thessaly, Department of Civil Engineering, Pedion Areos, GR-38334Volos, Greece, Ph.: +302421074133, Fax: +302421074131
Adamos Giannis: University of Thessaly, Department of Civil Engineering, Pedion Areos, GR-38334Volos, Greece, Ph.: +302421074158, Fax: +302421074131
Nathanail Eftihia: University of Thessaly, Department of Civil Engineering, Pedion Areos, GR-38334Volos, Greece, Ph.: +302421074164, Fax: +302421074131
Budiloviča Evelina Budilovich: Transport and Telecommunication Institute, Lomonosova Street 1, LV-1019Riga, Latvia, Ph.: +37167100544, Fax: +37167100660
Jackiva Irina Yatskiv: Transport and Telecommunication Institute, Lomonosova Street 1, LV-1019Riga, Latvia, Ph.: +37167100544, Fax: +37167100660
Magginas Vissarion: University of Thessaly, Department of Civil Engineering, Pedion Areos, GR-38334Volos, Greece, Ph.: +302421074133, Fax: +302421074131

DOI: https://doi.org/10.2478/ttj-2018-0016
Journal volume & issue: Vol. 19, no. 3
pp. 194 – 202

Abstract

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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.

Published in Transport and Telecommunication

ISSN: 1407-6179 (Online)
Publisher: Sciendo
Country of publisher: Poland
LCC subjects: Law: Law in general. Comparative and uniform law. Jurisprudence: Comparative law. International uniform law: Regulation of industry, trade, and commerce. Occupational law: Transportation and communication
Website: https://sciendo.com/journal/TTJ

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