TRB Pubsindex
Text Size:
x

« Prev Next »

Return to Results | New Search

Bookmark and Share

Title:

PARATRANSIT CUSTOMER: MODELING ELEMENTS OF SATISFACTION WITH SERVICE

Accession Number:

00741887

Record Type:

Component

Availability:

Find a library where document is available


Order URL: http://worldcat.org/isbn/0309061512

Abstract:

Because of the arrival of advanced public transportation systems (APTS) and other changes in the transit environment, the study of the paratransit customer deserves increased attention. Demographic and other characteristics of paratransit customers in southeastern Michigan are presented, and the development of a causal model of the factors affecting customer satisfaction with paratransit service is begun. Such models, which analyze the covariance structures of variables and factors hypothesized to exhibit causal relations, can help researchers and transit operators gauge the potential of improving customer satisfaction through system changes, such as the addition of APTS. Furthermore, these models can suggest which elements of customer satisfaction are most affected by specific system changes. A key finding from the modeling effort is that characteristics specific to the customers, such as personal mobility, contribute substantially toward explaining customer satisfaction. The causal modeling also revealed that transit system characteristics contribute substantially to customer satisfaction, too, especially to customer satisfaction with the trip reservation process. Thus, system enhancements, such as APTS, have ample potential to increase customer satisfaction. Finally directions for future research aimed at improving and enhancing the developed causal model are discussed and recommended, including specification of the data needs of such research.

Supplemental Notes:

This paper appears in Transportation Research Record No. 1571, Public Transit 1997: Bus, Paratransit, Intermodal, and Rail.

Language:

English

Corporate Authors:

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001 United States

Authors:

Wallace, R R

Pagination:

p. 59-66

Publication Date:

1997

Serial:

Transportation Research Record

Issue Number: 1571
Publisher: Transportation Research Board
ISSN: 0361-1981

ISBN:

0309061512

Features:

Figures (2) ; References (20) ; Tables (6)

Uncontrolled Terms:

Causal models; Data needs; Future research

Geographic Terms:

Michigan

Old TRIS Terms:

Michigan

Subject Areas:

Data and Information Technology; Highways; Planning and Forecasting; Public Transportation; Research; Society

Files:

TRIS, TRB, ATRI

Created Date:

Oct 2 1997 12:00AM

More Articles from this Serial Issue: