Passenger’s Satisfaction on Long Distance Terminals: Case Study City of Zagreb

Abstract

Every city has one or more long distance terminals for domestic or international transport. Usually, long distance terminal are connected to the city transport network (metro, tramway, buses, car or bike sharing, and private car) and can be unimodal or multimodal terminals. From the passengers’ perspective multimodal terminals are much more convenient and preferred. In the last decade terminals across Europe have developed not only in transport function, but also in hospitality management (bars, restaurants, accommodation…). Today, terminals have also developed into shopping areas, so they are attracting more and more people. Nevertheless, we must not neglect the primary function of a terminal: transport start/stop point for passengers. The focus group of a terminal is passengers. For day-to-day operation, but also for the development of terminal it’s crucial to make regularly surveys about passenger satisfaction. This paper will present the results of passenger satisfaction survey in the long distance terminal in the City of Zagreb. The City of Zagreb is the capital of the Republic of Croatia, one of the 28 member states of the European Union. It is interesting that Zagreb has two unimodal long distance terminals, one for railways and the second one for buses. Therefore, the transfer passengers have practical problems when they change modes of transport for long distance travel. Passengers in both terminals have been interviewed. The survey for both terminals has the same question, so a comparative analysis could be done.