Perceived service quality of paratransit in developing countries: A structural equation approach |
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| Institution: | 1. Department of Civil Engineering, University of Asia Pacific, Dhaka 1215, Bangladesh;2. Department of Civil Engineering, Bangladesh University of Engineering and Technology, Dhaka 1000, Bangladesh;1. Institute for Resources, Environment and Sustainability, University of British Columbia, AERL Building, 429-2202 Main Mall, Vancouver, BC V6T 1Z4, Canada;2. Office 101-B, Liu Institute for Global Issues, University of British Columbia, 6476 NW Marine Drive, Vancouver, BC V6T 1Z2, Canada;1. Department of Civil Engineering, Kwame Nkrumah University of Science and Technology, PMB, Kumasi, Ghana;2. CSIR-Building & Road Research Institute, University P. O. Box 40, Kumasi, Ghana;1. Centre for Transport Studies, University of Cape Town, Private bag x3, Rondebosch 7701, South Africa;2. Department of Transport Engineering and Logistics, Pontificia Universidad Catolica de Chile, Chile;3. Centre for Transport Studies, University of Cape Town, South Africa |
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| Abstract: | 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. |
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| Keywords: | Service quality Public transportation Paratransit Structural equation modeling |
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