Exploring Negative Experiences and User Loyalty in Paratransit

Abstract

Negative experiences, commonly expressed in the form of complaints, are not usually considered in the operation of paratransit, especially in developing cities. There have been few studies of negative experiences with paratransit service; that makes it difficult for the authority in charge to plan the improvement agenda. Paratransit (jitney) in this study refers to a public mode of transport of passengers, owned and operated by private individuals or small enterprises. This study aims to explore the users' negative experiences and their relation with the users' perceptions of overall satisfaction and loyalty. The study employs a questionnaire survey distributed to paratransit users in the city of Bandung, Indonesia. The analysis is conducted by using structural equation modeling. The findings illustrate the actual order of the negative experiences and indicate that the issue of quality of life has not been viewed as a primary consideration. Paratransit users are still highly concerned about the fulfillment of their mobility needs. This fact underlines the different perceived levels of importance between developed and developing countries. In addition, this study endeavors to explore the relationship between negative experience, loyalty, and overall satisfaction. Because the relationship is supported by the result of analysis, the proposed model confirms the logical relationship and implies the correlation of theoretical analysis with reality. Thus, this study can be incorporated into the design of an improvement agenda.