IDEAS home Printed from https://ideas.repec.org/a/eee/transa/v93y2016icp23-38.html
   My bibliography  Save this article

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

Author

Listed:
  • Rahman, Farzana
  • Das, Tanmay
  • Hadiuzzaman, Md
  • Hossain, Sanjana

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.

Suggested Citation

  • Rahman, Farzana & Das, Tanmay & Hadiuzzaman, Md & Hossain, Sanjana, 2016. "Perceived service quality of paratransit in developing countries: A structural equation approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 93(C), pages 23-38.
    • Handle: RePEc:eee:transa:v:93:y:2016:i:c:p:23-38
    DOI: 10.1016/j.tra.2016.08.008
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0965856415302639
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tra.2016.08.008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Golob, Thomas F., 2003. "Structural equation modeling for travel behavior research," Transportation Research Part B: Methodological, Elsevier, vol. 37(1), pages 1-25, January.
    2. dell'Olio, Luigi & Ibeas, Angel & Cecín, Patricia, 2010. "Modelling user perception of bus transit quality," Transport Policy, Elsevier, vol. 17(6), pages 388-397, November.
    3. dell'Olio, Luigi & Ibeas, Angel & Cecin, Patricia, 2011. "The quality of service desired by public transport users," Transport Policy, Elsevier, vol. 18(1), pages 217-227, January.
    4. Stradling, Stephen & Carreno, Michael & Rye, Tom & Noble, Allyson, 2007. "Passenger perceptions and the ideal urban bus journey experience," Transport Policy, Elsevier, vol. 14(4), pages 283-292, July.
    5. Laura Eboli & Gabriella Mazzulla, 2008. "A Stated Preference Experiment for Measuring Service Quality in Public Transport," Transportation Planning and Technology, Taylor & Francis Journals, vol. 31(5), pages 509-523, February.
    6. Lupo, Toni, 2013. "Handling stakeholder uncertain judgments in strategic transport service analyses," Transport Policy, Elsevier, vol. 29(C), pages 54-63.
    7. Tri Joewono & Hisashi Kubota, 2007. "User satisfaction with paratransit in competition with motorization in indonesia: anticipation of future implications," Transportation, Springer, vol. 34(3), pages 337-354, May.
    8. Lu, Xuedong & Pas, Eric I., 1999. "Socio-demographics, activity participation and travel behavior," Transportation Research Part A: Policy and Practice, Elsevier, vol. 33(1), pages 1-18, January.
    9. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
    10. Cullinane, S., 2002. "The relationship between car ownership and public transport provision: a case study of Hong Kong," Transport Policy, Elsevier, vol. 9(1), pages 29-39, January.
    11. Gatta, Valerio & Marcucci, Edoardo, 2007. "Quality and public transport service contracts," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 36, pages 92-106.
    12. Sharaby, Nir & Shiftan, Yoram, 2012. "The impact of fare integration on travel behavior and transit ridership," Transport Policy, Elsevier, vol. 21(C), pages 63-70.
    13. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    14. P. M. Bentler & Chih-Ping Chou, 1987. "Practical Issues in Structural Modeling," Sociological Methods & Research, , vol. 16(1), pages 78-117, August.
    15. Alphonsus Nwachukwu ALI, 2010. "An Assessment Of The Quality Of Intra-Urban Bus Services In The City Of Enugu, Enugu State, Nigeria," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 5(6(15)), pages 74-91, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bansal, Prateek & Gadepalli, Ravi & AitBihiOuali, Laila, 2023. "Eliciting mobility preferences of Indians for E-rickshaws: Evidence from Gurugram," Transport Policy, Elsevier, vol. 134(C), pages 19-30.
    2. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    3. Kar, Manaswinee & Sadhukhan, Shubhajit & Parida, Manoranjan, 2022. "Assessing commuters’ perceptions towards improvement of intermediate public transport as access modes to metro stations," Transport Policy, Elsevier, vol. 129(C), pages 140-155.
    4. Amirali Soltanpour & Mahmoud Mesbah & Meeghat Habibian, 2020. "Customer satisfaction in urban rail: a study on transferability of structural equation models," Public Transport, Springer, vol. 12(1), pages 123-146, March.
    5. 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).
    6. Díez-Mesa, Francisco & de Oña, Rocio & de Oña, Juan, 2018. "Bayesian networks and structural equation modelling to develop service quality models: Metro of Seville case study," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 1-13.
    7. Rahman, Farzana & Rahman, Md. Mahmudur, 2023. "Analyzing service quality of domestic airlines in an emerging country- Bangladesh by structural equation models," Journal of Air Transport Management, Elsevier, vol. 107(C).
    8. Márquez, Luis & Pico, Ricardo & Cantillo, Víctor, 2018. "Understanding captive user behavior in the competition between BRT and motorcycle taxis," Transport Policy, Elsevier, vol. 61(C), pages 1-9.
    9. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    10. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    11. 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).
    12. Md Hadiuzzaman & Nahid Parvez Farazi & Sanjana Hossain & D. M. Ghius Malik, 2019. "An exploratory analysis of observed and latent variables affecting intercity train service quality in developing countries," Transportation, Springer, vol. 46(4), pages 1447-1466, August.
    13. Md. Minhajul Islam KHAN & Dr. Md. HADIUZZAMAN & Tanmay DAS & Fahmida RAHMAN & Tahmida Hossain SHIMU, 2018. "A Structural Equation Approach In Modeling Perceived Service Quality Of Passenger Ferry," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 10(1), pages 42-63, March.
    14. Carolina Silva Costa & Cira Souza Pitombo & Felipe Lobo Umbelino de Souza, 2022. "Travel Behavior before and during the COVID-19 Pandemic in Brazil: Mobility Changes and Transport Policies for a Sustainable Transportation System in the Post-Pandemic Period," Sustainability, MDPI, vol. 14(8), pages 1-25, April.
    15. Echaniz, Eneko & dell’Olio, Luigi & Ibeas, Ángel, 2018. "Modelling perceived quality for urban public transport systems using weighted variables and random parameters," Transport Policy, Elsevier, vol. 67(C), pages 31-39.
    16. Bhuyan, Atanu & Roy, Vivek, 2024. "Paratransit services and socio-economic planning: A review uncovering critical insights and developmental pathways," Socio-Economic Planning Sciences, Elsevier, vol. 94(C).
    17. Pandit, Debapratim & Sharma, Deepa, 2022. "Expected service dimensions and service levels for paratransit considering future mobility needs in emerging countries," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 1-13.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Eric N. AIDOO & William AGYEMANG & Jane E. MONKAH & Francis K. AFUKAAR, 2013. "pASSENGER’S SATISFACTION WITH PUBLIC BUS TRANSPORT SERVICES IN GHANA: A CASE STUDY OF KUMASI–ACCRA ROUTE," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 8(2), pages 33-44, May.
    2. Jomnonkwao, Sajjakaj & Ratanavaraha, Vatanavongs, 2016. "Measurement modelling of the perceived service quality of a sightseeing bus service: An application of hierarchical confirmatory factor analysis," Transport Policy, Elsevier, vol. 45(C), pages 240-252.
    3. 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).
    4. Nkurunziza, Alphonse & Zuidgeest, Mark & Brussel, Mark & Van den Bosch, Frans, 2012. "Spatial variation of transit service quality preferences in Dar-es-Salaam," Journal of Transport Geography, Elsevier, vol. 24(C), pages 12-21.
    5. Ratanavaraha, Vatanavongs & Jomnonkwao, Sajjakaj & Khampirat, Buratin & Watthanaklang, Duangdao & Iamtrakul, Pawinee, 2016. "The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach," Transport Policy, Elsevier, vol. 45(C), pages 116-126.
    6. Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.
    7. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    8. Díez-Mesa, Francisco & de Oña, Rocio & de Oña, Juan, 2018. "Bayesian networks and structural equation modelling to develop service quality models: Metro of Seville case study," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 1-13.
    9. Chowdhury, Subeh & Ceder, Avishai (Avi) & Schwalger, Bradley, 2015. "The effects of travel time and cost savings on commuters’ decision to travel on public transport routes involving transfers," Journal of Transport Geography, Elsevier, vol. 43(C), pages 151-159.
    10. Shreya Das & Debapratim Pandit, 2013. "Importance of user perception in evaluating level of service for bus transit for a developing country like India: a review," Transport Reviews, Taylor & Francis Journals, vol. 33(4), pages 402-420, July.
    11. Yanan Gao & Soora Rasouli & Harry Timmermans & Yuanqing Wang, 2020. "Prevalence of alternative processing rules in the formation of daily travel satisfaction in the context multi-trip, multi-stage, multi-attribute travel experiences," Transportation, Springer, vol. 47(3), pages 1199-1221, June.
    12. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    13. Md Rokibul Islam & Md Hadiuzzaman & Rajib Banik & Md Mehedi Hasnat & Sarder Rafee Musabbir & Sanjana Hossain, 2016. "Bus service quality prediction and attribute ranking: a neural network approach," Public Transport, Springer, vol. 8(2), pages 295-313, September.
    14. Laura Eboli & Gabriella Mazzulla, 2014. "Investigating the heterogeneity of bus users' preferences through discrete choice modelling," Transportation Planning and Technology, Taylor & Francis Journals, vol. 37(8), pages 695-710, December.
    15. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    16. Alonso, Borja & Barreda, Rosa & dell’Olio, Luigi & Ibeas, Angel, 2018. "Modelling user perception of taxi service quality," Transport Policy, Elsevier, vol. 63(C), pages 157-164.
    17. Md. Minhajul Islam KHAN & Dr. Md. HADIUZZAMAN & Tanmay DAS & Fahmida RAHMAN & Tahmida Hossain SHIMU, 2018. "A Structural Equation Approach In Modeling Perceived Service Quality Of Passenger Ferry," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 10(1), pages 42-63, March.
    18. Echaniz, Eneko & dell’Olio, Luigi & Ibeas, Ángel, 2018. "Modelling perceived quality for urban public transport systems using weighted variables and random parameters," Transport Policy, Elsevier, vol. 67(C), pages 31-39.
    19. Weiya Chen & Zixuan Kang & Xiaoping Fang & Jiajia Li, 2020. "Design a Semantic Scale for Passenger Perceived Quality Surveys of Urban Rail Transit: Within Attribute’s Service Condition and Rider’s Experience," Sustainability, MDPI, vol. 12(20), pages 1-21, October.
    20. Andrey Sergeevich Mikhaylov & Ivan Sergeevich Gumenuk & Anna Alekseevna Mikhaylova, 2016. "Russian public transport system: the customers’ feedback on the service provision," Public Transport, Springer, vol. 8(1), pages 125-141, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:transa:v:93:y:2016:i:c:p:23-38. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/547/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.