Influence of Passenger Flow at the Station Entrances on Passenger Satisfaction Amid COVID-19

Roman Sidorchuk,Irina Skorobogatykh,Ilya Markin,Natalia Ivashkova,Sergey Mkhitaryan,Anastasia Lukina,Stanislav Korobkov

doi:10.3390/joitmc6040150

Roman Sidorchuk, Irina Skorobogatykh + Show 5 more

Open Access

https://doi.org/10.3390/joitmc6040150

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Abstract

Railway stations are centers of mass accumulation of people. Additional regulations change the intensity of the flow of visitors and the time of entering the station. Delays become an essential factor affecting the perceived satisfaction with all services at stations. This paper analyzes the impact of the intensity of passenger flow in the key areas of the station (entrance groups) on the satisfaction of visitors with station functioning (by the example of Moscow railway stations). The authors of the paper used methods of observation to measure the current passenger flows at the entrances to the station and also collected secondary data on transport flows at city railway stations. To predict passenger flow, the authors used statistical methods to assess the relationship between variables and regression. The paper used a survey of passengers to analyze satisfaction with the functioning of railway station facilities and assess the acceptable delay time at the entrance/exit to the station. The article substantiates that in the context of current requirements for transport security, an important factor for perceived satisfaction with station services is the forecasting and management of passenger flows and control of time of entering the station.

Highlights

This paper presents a predictive model of passenger flows at railway stations and their key areas, which, combined with data on passenger satisfaction, allowed assessing the impact of passenger flow on satisfaction with transport services.Demand for railway transportation, as an integral part of public transport, remains high.a research conducted in Great Britain says that “in the last decade the number of rail passenger journeys in Great Britain has increased by half” [1]
A research conducted in Great Britain says that “in the last decade the number of rail passenger journeys in Great Britain has increased by half” [1]
This knowledge allows us to develop methods to assess the impact of management decisions on passenger flow planning on the satisfaction of visitors to railway stations, stimulating innovation in the concept of improving transport services, updating the quality standard of transport services of railway stations

Summary

Introduction

This paper presents a predictive model of passenger flows at railway stations and their key areas (entrance groups), which, combined with data on passenger satisfaction, allowed assessing the impact of passenger flow on satisfaction with transport services.Demand for railway transportation, as an integral part of public transport, remains high.a research conducted in Great Britain says that “in the last decade the number of rail passenger journeys in Great Britain has increased by half” [1]. This paper presents a predictive model of passenger flows at railway stations and their key areas (entrance groups), which, combined with data on passenger satisfaction, allowed assessing the impact of passenger flow on satisfaction with transport services. Demand for railway transportation, as an integral part of public transport, remains high. A research conducted in Great Britain says that “in the last decade the number of rail passenger journeys in Great Britain has increased by half” [1]. In Russia, given its geographical extent, railroads are an essential part of transport infrastructure. The crucial element of the railway infrastructure is passenger stations and hubs. The COVID-19 spread has a significant impact on consumer behavior and demand, especially in large cities [2]

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