Abstract:
Using a data-set collected among paratransit users in Bandung, Indonesia, this paper
explores the impacts of paratransit users’ negative experiences and dissatisfactions
with their paratransit usage pattern. Segmentation and ordered probit analyses are used
to examine the impacts of users’ opinions on service quality on their trip-making
behaviour. The results indicate that users are divided into six segments – namely, the
unlucky, the young user, the experienced, the adapter, the infrequent user and the
captive. The results further indicate that paratransit users, especially women, perceive
negative experiences related to on-time performance (departure and arrival time) and
security issues related to vehicles. Despite these dissatisfactions and negative experiences, they are still likely to use paratransit as part of their daily life. Two paratransit market segments (the adapter and the captive) are also likely to result in more trips using paratransit. The study offers several strategies and recommendations that can improve the current paratransit system so that it can better serve local needs.
