Exploring and Evaluating Users' Satisfaction and Perceptions at an Urban Transport Hub

The present paper explores the perceptions and the users’ level of satisfaction when using the New Railway Station
of Thessaloniki, Greece, in terms of services’ provision and station’s operation. Eight clusters of indicators were
tested, including: mobility provision, way-finding information, time and movement issues in the station,
accessibility, comfort, station image and attractiveness, safety and security, and handling of emergency situations.
Data were collected through an internet-based questionnaire survey, where 244 travelers participated and stated
their perceptions and satisfaction related to the aforementioned clusters of indicators. In addition, a decision tree
approach was used to indicate the key performance indicators in users’ satisfaction formulation for the urban
transport interchange. Findings revealed the most significant parameters that need to be modified in order to
increase users’ satisfaction, which will gradually also increase the overall image and attractiveness of the station.