Using Structural Equations Modeling to analyze User Satisfaction in Intermodal Transfer Facilities in Lisbon, Portugal

摘要

This research evaluates user satisfaction in intermodal transfer facilities, and thecharacteristics of these infrastructures that could influence passenger satisfaction, using theLisbon Metropolitan Area as a case study. For this, a survey in eight major transit interchangeswas conducted. Also, an inventory of attributes (e.g. platform identification, litter and/or graffiti,restrooms, seating, lighting, presence of security guards, among others) available in these transitinterchanges was made. Using both data sources a structural equations model was built to assessthe relations between different specific aspects of reported satisfaction levels. This modelincluded also, variables describing the socioeconomic and behavioral characteristics of therespondents and intermodal transfer facilities attributes. The results obtained suggest that there isa hierarchical structure between different specific aspects of satisfaction and that both transitinterchanges attributes and respondent characteristics significantly affect user satisfaction levels.Also it was found that the presence of litter and graffiti’s, as well as the presence of guidancesigns influence significantly the levels of satisfaction.