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The perception of service quality among paratransit users in Metro Manila using structural equations modelling (SEM) approach

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  • Tiglao, Noriel Christopher C.
  • De Veyra, Janna M.
  • Tolentino, Niki Jon Y.
  • Tacderas, Mark Angelo Y.

Abstract

Paratransit, in this paper, refers to the informal modes operating in the urban transport system of Metro Manila with the dominance of public utility jeepneys. In the context of Asian developing countries, paratransit are generally presented as public transport services that do not fit with the idea of a modern urban public transport system but they also serve as flexible public transport modes in response to inadequate mass transit system. There is plenty of scope for improving such paratransit services in Metro Manila but strategies should be informed by a thorough understanding of the needs of public transport users from a service quality perspective. Moreover, there is a need for urgent reforms in view of declining share of public transport and the drastic increase in private car use, as well as, the increasing social cost of traffic congestion. A pilot public transport service quality survey was conducted at the University of the Philippines campus. Using exploratory factor analysis and structural equations modelling, the perception of service quality was analyzed based on seven (7) factors, namely, vehicle condition, customer care, reliability, stop's condition, information, convenience, and availability.

Suggested Citation

  • Tiglao, Noriel Christopher C. & De Veyra, Janna M. & Tolentino, Niki Jon Y. & Tacderas, Mark Angelo Y., 2020. "The perception of service quality among paratransit users in Metro Manila using structural equations modelling (SEM) approach," Research in Transportation Economics, Elsevier, vol. 83(C).
    • Handle: RePEc:eee:retrec:v:83:y:2020:i:c:s0739885920301530
    DOI: 10.1016/j.retrec.2020.100955
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    References listed on IDEAS

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    Cited by:

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    2. Bi, Hui & Ye, Zhirui & Hu, Liyang & Zhu, He, 2021. "Why they don't choose bus service? Understanding special online car-hailing behavior near bus stops," Transport Policy, Elsevier, vol. 114(C), pages 280-297.
    3. Chuenyindee, Thanatorn & Ong, Ardvin Kester S. & Ramos, Jon Pauline & Prasetyo, Yogi Tri & Nadlifatin, Reny & Kurata, Yoshiki B. & Sittiwatethanasiri, Thaninrat, 2022. "Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic," Utilities Policy, Elsevier, vol. 75(C).
    4. Atsushi Iimi, 2023. "Estimating the demand for informal public transport: evidence from Antananarivo, Madagascar," Public Transport, Springer, vol. 15(1), pages 129-168, March.

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    More about this item

    Keywords

    Public transport; Paratransit; Service quality; Exploratory factor analysis (EFA); Structural equations modelling (SEM);
    All these keywords.

    JEL classification:

    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis
    • C19 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Other
    • C80 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - General

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