Evaluating the service quality of paratransit systems : an exploratory study of the Toledo area regional transit authority.

Final report.PDFTech ReportMIOH UTC TS13 2009-FinalParatransit servicesRegional transportationQuality of servicePublic transitOhioMichigan Ohio University Transportation CenterMin, HokeyGood, James R.Michigan Ohio University Transportation CenterBowling Green State University. College of Business AdministrationUniversity Transportation Centers Program (U.S.)NTL-PUBLIC TRANSPORTATION-ParatransitNTL-PLANNING AND POLICY-Transit Planning and PolicyUS Transportation CollectionParatransit systems are created to improve mobility, employment opportunities, andaccess to community services for individuals who are mentally or physicallydisadvantaged. Though essential for the community, paratransit systems are moreexpensive to sustain than fixed-route based mass transit systems due to their customized,on-demand service requirements. Thus, it is common that many paratransit systems inthe United States experience cost overruns. To cover these cost overruns for paratransitservice providers, public transit authorities often subsidize the greater portions ofparatransit services. In the era of budget shortfalls, public transit authorities are facedwith the dilemma of controlling paratransit costs without deteriorating paratransitservices. To better cope with the dilemma, this paper identifies a host of factors such ason-time door-to-door or curb-to-curb services, flexible pickup-/drop-off windows,handling of late-cancellations and no-shows, shared rides, short-notice services, peakhourfeeder services, and overnight service that influence the overall service quality ofparatransit in the metropolitan Toledo area using the survey questionnaire