United States Department of Transportation
i
Quantifying patron needs at intermodal facilities.
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2011-07-01
[PDF-1.38 MB]
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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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