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Segmentation of paratransit users based on service quality and travel behaviour in Bandung, Indonesia
KTH, School of Architecture and the Built Environment (ABE), Transport Science, Transport and Location Analysis. KTH, School of Architecture and the Built Environment (ABE), Centres, Centre for Transport Studies, CTS.ORCID iD: 0000-0001-7124-7164
2014 (English)In: Transportation planning and technology (Print), ISSN 0308-1060, E-ISSN 1029-0354, Vol. 37, no 2, 200-218 p.Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
2014. Vol. 37, no 2, 200-218 p.
Keyword [en]
paratransit, service quality, segmentation, negative experience, travel behaviour, Indonesia
National Category
Other Civil Engineering
URN: urn:nbn:se:kth:diva-141712DOI: 10.1080/03081060.2013.870792ISI: 000330104600006ScopusID: 2-s2.0-84893704420OAI: diva2:698272

QC 20140221

Available from: 2014-02-21 Created: 2014-02-21 Last updated: 2014-03-14Bibliographically approved

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Susilo, Yusak O.
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Transport and Location AnalysisCentre for Transport Studies, CTS
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