Title

EFFECT OF COMPUTER-ASSISTED SCHEDULING AND DISPATCHING SYSTEMS ON PARATRANSIT SERVICE QUALITY

Document Type

Journal Article

Publication Date

2002

Subject Area

operations - scheduling, planning - service quality, mode - paratransit

Keywords

Service quality, Scheduling, Quality of service, Passenger service quality, Paratransit services, On time performance, Illinois, Hardware (Computers), Electronic computers, Dispatching, Dial a ride, Customer satisfaction, Computers

Abstract

The few computer-assisted scheduling and dispatching (CASD) systems evaluated to date do not, in general, provide details on the effects of quality of service. An analysis of the quality-of-service effects of a CASD system in central Illinois is presented. The analysis finds that a variety of service attributes have been positively affected by CASD implementation. Passengers experienced greater on-time rates at both pickup and drop-off, overall satisfaction with the service increased, and customer reporting of ride denials was reduced. On the other hand, the use of CASD to promote higher vehicle productivity resulted in slightly longer ride times. In addition, callers to the system experienced being put on hold more often. On the whole, the conclusion is that quality of service has been positively affected by the implementation of the CASD system.