Perceived service quality of paratransit in developing countries: A structural equation approach

This paper develops empirical models for evaluating the service quality (SQ) of paratransit. Specifically, several models are developed based on structural equation modeling (SEM) using twenty-four SQ variables. To calibrate those models, a data set of 2008 paratransit users of Dhaka City are utiliz...

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Bibliographic Details
Published in:Transportation research. Part A, Policy and practice Policy and practice, 2016-11, Vol.93, p.23-38
Main Authors: Rahman, Farzana, Das, Tanmay, Hadiuzzaman, Md, Hossain, Sanjana
Format: Article
Language:English
Subjects:
Developing countries
Heterogeneity
Mathematical analysis
Mathematical models
Paratransit
Public transportation
Quality
Service quality
Structural equation modeling
Transportation
Transportation models
User satisfaction
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Summary:This paper develops empirical models for evaluating the service quality (SQ) of paratransit. Specifically, several models are developed based on structural equation modeling (SEM) using twenty-four SQ variables. To calibrate those models, a data set of 2008 paratransit users of Dhaka City are utilized, who were interviewed with a structured questionnaire to know their experience, level of satisfaction and opinion about the existing service as well as their expectations. SEM reveals the observed and latent SQ variables and their relationship with the overall SQ of paratransit. Among the different models developed, the best one is selected using statistical parameters and resemblance with real life expectations. Out of twenty-four SQ variables, ‘Punctuality and Reliability’ and ‘Service Features’ are respectively found to be the observed and latent variables having the greatest influence on the paratransit SQ. Moreover, the effect of heterogeneity among users on the performance of the best model is investigated.All the study findings support the data collected from the paratransit users. The research outcomes can be utilized by the city transportation officials of developing countries to improve the overall paratransit performance to attract new users as well as retain the current ones.
ISSN:0965-8564
1879-2375
DOI:10.1016/j.tra.2016.08.008