Situating High-Speed Railway Stations within Local Urban Contexts: Passenger Satisfaction with Intermodal Integration at the Hong Kong HSR Station

Abstract

With more high-speed railway (HSR) being built worldwide, its be er integration into the 'urban fabric' is imperative. Focusing on the travel experience, this paper presents an analysis of the intermodal integration of HSR with the local public transport system at the newly opened HSR station in Hong Kong. A participatory survey was conducted with arrival passengers making intermodal transfers to local destinations using the metro, bus, and taxis. Participants were asked to recall and rate their travel experience from the exit of HSR station to the public transport stops. This is the first study that integrates both objective and subjective measurements of regional–local intermodal integration holistically from a passenger perspective. In the survey, respondents generally reported a positive experience. However, there were signi ficant diff erences for diff erent interchange modes. At a more theoretical level, ten service a ributes including both instrumental and aff ective dimensions were found to have signi ficant in fluence on the intermodal interchange experience. Furthermore, the importance-satisfaction analysis suggests that three instrumental factors (ticket purchase, time coordination, interchange signage) are in most urgent need of improvement, while good service quality of four aff ective factors (walking environment, cleanliness, congestion-free waiting area, and luggage delivery) should be maintained and strengthened.