User Perceptions of Private Paratransit Operation in Indonesia

In this paper, public perception is expressed by user participation in rating a travel mode’s condition and users' loyalty to it. The aim is to explore user perceptions of privately owned paratransit service operations, regarding quality of service, frequency of negative experience, and loyalty. The paper examines the condition of paratransit from the user’s point of view to balance the judgment from other stakeholders. Findings from path analysis reveal the key determinants that influence overall satisfaction. Moreover, path analysis supports the hypothesis that this mode will still be relevant in the future, as there is a community base that uses this mode faithfully. Binomial regression analysis explores the characteristics of this loyal user group. It can be concluded that the existence of paratransit in the future is still acceptable in developing countries such as Indonesia.

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