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Quantifying patron needs at intermodal facilities.
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  • Abstract:
    New Jersey has a varied network of commuter rail, light rail, bus, paratransit, county and private

    shuttle services. These services meet a range of needs including commuter travel to major

    employment centers, local bus service for various trip purposes, and specialized services for people

    with special transportation needs. With such a rich network, there are many opportunities for

    making multi-link transfers between modes and services. In the mature NJ TRANSIT system, it is

    unlikely that significant additional capacity will be added in the near future. At the same time,

    increasing development and maturity of suburban centers will create the demand for more complex,

    multi-link trips. Research conducted in the United States and abroad has documented traveler

    needs at transit transfer facilities, as well as best practices in facility design, customer information,

    and technologies that support transit transfers.

    This research study builds on the existing body of research to determine in which features of the

    transit transfer experience are most important to New Jersey transit customers. Field work and site

    inspections at transit facilities throughout the state yielded a typology of transit transfer locations that

    can be used by decision-makers to categorize and plan transit transfer locations throughout the

    state. Data from the intercept survey found that customers overall were most satisfied with

    station/stop access and customer information and least satisfied with facility maintenance, amenities

    and service levels. At the same time customers valued service features most. In particular,

    conditions at local facilities showed significant room for improvement. Customers using these

    facilities reported lower than average levels of satisfaction with virtually all the features they cited as

    highly important. The findings from this study provide important insights and valuable data to help

    transportation decision makers understand better how to improve the experience of transit transfer

    customers in New Jersey and to potentially grow ridership by encouraging more patrons to make

    multi-link trips while using the transit system.

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