Measuring quality of service in dial-a-ride operations: the case of a Canadian city

In many countries, dial-a-ride services are provided by public authorities to elderly and handicapped people who cannot use regular transit. Cost minimization is key to running these services, but one can observe a growing interest in quality measurement and improvement. A first step in improving quality is to define a quality measurement scale specific to dial-a-ride services. A second step is to incorporate quality measurements in mathematical models that serve as a basis for optimization algorithms. To this end, an extensive survey of dial-a-ride users was conducted in Longueuil, the largest suburb of Montreal, Canada. This paper describes the steps of the survey and presents its main conclusions: (1) 56 attributes were identified based on interviews, (2) the questionnaire developed has proved to be reliable and valid, (3) an exploratory factor analysis allowed us to determine 13 dimensions of quality in dial-a-ride services, (4) the most important criteria for users were identified, and (5) population segmenting variables by which subgroups of users can be categorized were also determined. Managerial implications of our results are also discussed.     

Supply and demand for the Eastern Canadian Arctic Sealift

The annual sealift of cargo to the Canadian Arctic has long been an essential part of the livelihood of Inuit communities. Over the past two decades, many structural changes were brought to this service and the demand has grown substantially. This paper aims to provide a better understanding of these changes by analysing demand and supply for Eastern Canadian Arctic sealift services. This analysis is based on Canadian Coast Guard vessel movement data and Statistics Canada port traffic data. It reveals that between 1987 and 2010, continuous and extreme variations in demand made it quite difficult for ship operators to adjust carrying capacity and optimise productivity. Yet, the recent industrial and population growth in the region has enabled them to reach significant gains in fleet utilisation levels.