| P a g e SERVICE QUALITY ASSESSMENT OF PARATRANSIT MODE BY STRUCTURE EQUATION MODEL (SEM) IN DHAKA CITY

Abstract

This thesis was aimed to explore service quality assessment of effective paratransit mode by structure equation model (SEM) in Dhaka city. The study examined survey questions for fifteen different routes of paratransit service in Dhaka city to collect the data and to get an idea of users’ perception about the service. Paratransit is recognized in Dhaka as special transportation services with more flexibility and availability in selected routes operated by private companies and individuals. Generally these vehicles are known as “Leguna” or “Tempo”. A two-step methodology has been adopted for this research. The first part was addressed data collection approach incorporating a purpose-built questionnaire survey. The performance variables included in the survey are selected from various focus group discussion and expert counsel of academicians, practitioners, bus operators and policy makers. The second part was the structural equation models developed in this study. For each empirical model, the process of model development followed the approach of trial and error in terms of accommodating variables as well as by observing the overall goodness of fit values of the respective models. Structural Equation Modeling (SEM), an advanced technique which permits to introduce exogenous, endogenous as well as latent variables is used for this study. The results found with two latent variables, physical appearance and Service Features. From the analysis it is found that “Physical Appearance” has a little less influence than “Service Features” on the overall paratransit service quality (SQ). It indicates that users of developing countries are more concern about the service provided by the paratransit. “Punctuality and Reliability”, “Fitness of Vehicle”, and “Travel Cost” are found to be the most significant observed variables that influence the SQ. Moreover, results from the best SE model show that “Speed of Para Transit” is not influenced by “Quality of Driver”. This counterintuitive result is explained by the prevailing congestions in Dhaka city, which force vehicles to crawl in the network. So, speed choice does not solely depend on the drivers. It was suggested in recommendation that the appropriate authority of paratransit should take necessary steps immediately to improve the limitations to make this service more reliable and user friendly, which will decrease the pressure on public transportation service and private vehicles in the city. The study findings 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.