A Study of Changes in User Satisfaction in Metro Stations in Dubai

Abstract

Over the past twenty years, rapid urbanization in Dubai has fundamentally changed land use. This has necessitated significant infrastructure development to meet the needs of the growing urban population. Therefore, this study examines changes in public satisfaction with the Dubai Metro between 2010 and 2018. Surveys were conducted at eight strategically selected metro stations, with 400 respondents at each time point, to evaluate six core factors, which are usage, cost, facilities, challenges, contextual integration, and walkability. Statistical analysis, including Chi-square tests, revealed significant shifts across all factors. Daily metro usage increased by over 10%, indicating growing reliance on the system, while perceptions of affordability declined, with twice as many users finding fares expensive in 2018. Satisfaction with station facilities and contextual integration improved substantially, reflecting successful investments in infrastructure and urban planning. However, accessibility and external walkability emerged as growing concerns, underscoring the need for enhanced pedestrian connectivity and inclusive design. The findings offer actionable insights for transport policy and urban development for Dubai and underscore the importance of continuous feedback in shaping public infrastructure.