Abstract:
The rapid pace of motorization throughout the world has changed travel
behavior, which in turn has influenced every aspect of transport operations. This
impact has also increasingly challenged the future existence of such road-based
urban public transport as paratransit due to its characteristics and problems,
especially in developing countries. Since creating satisfied users can help retain
paratransit’s existence, this research aims to explore user satisfaction with paratransit
service in order to anticipate future implications for its competition with
motorization in Bandung, Indonesia. It establishes important factors and attributes
to explain user perceptions and priorities regarding the service. Its hypotheses
explain how users measure paratransit’s quality of service, inferring that they are
likely to continue to use it. Even though users are dissatisfied with several aspects of
paratransit, and the impact of competition has been strong, loyal users can still be
found. By considering the findings, existing problems of inappropriate-quality
service can be addressed to satisfy users’ expectations. The study also suggests some
anticipation of winning the competition with motorization.
