<abstract xmlns="http://www.w3.org/1999/xhtml"><p>The present paper aims at measuring the satisfaction of travellers and stakeholders on perceived quality of service provided at the Latvian interchange “Riga International Coach Terminal” and understand whether there are any gaps between the two groups of involved parties, based on their perceptions and expectations. To this end, a travellers’ attitudinal survey was organized and interviews with representative stakeholders were conducted, in order to capture and analyse their attitudes and preferences and extract those attributes that affect their satisfaction. Results showed that the interchange performs well in physical quality attributes, such as travel and wayfinding information provision, but in terms of access and aesthetics expectations in the internal and external design, some contradictory findings were revealed between travellers and stakeholders, validating the fact that understanding users’ perceptions can work as vital input to policy makers’ perceptions of an integrated sustainable public transport system.</p></abstract>

The present paper aims at measuring the satisfaction of travellers and stakeholders on perceived quality of service provided at the Latvian interchange “Riga International Coach Terminal” and understand whether there are any gaps between the two groups of involved parties, based on their perceptions and expectations. To this end, a travellers’ attitudinal survey was organized and interviews with representative stakeholders were conducted, in order to capture and analyse their attitudes and preferences and extract those attributes that affect their satisfaction. Results showed that the interchange performs well in physical quality attributes, such as travel and wayfinding information provision, but in terms of access and aesthetics expectations in the internal and external design, some contradictory findings were revealed between travellers and stakeholders, validating the fact that understanding users’ perceptions can work as vital input to policy makers’ perceptions of an integrated sustainable public transport system.

Measuring Travellers’ and Stakeholders’ Satisfaction on Perceived Sustainability of a Transport Interchange

Transport and Telecommunication Institute

Transport and Telecommunication Journal

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

The present paper aims at measuring the satisfaction of travellers and stakeholders on perceived quality of service provided at the Latvian interchange “Riga...

Measuring Travellers’ and Stakeholders’ Satisfaction on Perceived Sustainability of a Transport Interchange

Published Online: Nov 21, 2019

Page range: 379 - 388

DOI: https://doi.org/10.2478/ttj-2019-0031

Keywords
Sustainability, city hubs, seamless mobility, analysis of gaps, users, stakeholder analysis

© 2019 Transport and Telecommunication Institute

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Measuring Travellers’ and Stakeholders’ Satisfaction on Perceived Sustainability of a Transport Interchange

Published Online: Nov 21, 2019

Page range: 379 - 388

DOI: https://doi.org/10.2478/ttj-2019-0031

KeywordsSustainability, city hubs, seamless mobility, analysis of gaps, users, stakeholder analysis

© 2019 Transport and Telecommunication Institute

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
Sustainability, city hubs, seamless mobility, analysis of gaps, users, stakeholder analysis