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Measuring quality of service in dial-a-ride operations: the case of a Canadian city

机译：衡量“骑乘拨号”运营中的服务质量：以加拿大城市为例

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摘要

In many countries, dial-a-ride services are provided by public authorities to elderly and handicapped people who cannot use regular transit. Cost minimization is key to running these services, but one can observe a growing interest in quality measurement and improvement. A first step in improving quality is to define a quality measurement scale specific to dial-a-ride services. A second step is to incorporate quality measurements in mathematical models that serve as a basis for optimization algorithms. To this end, an extensive survey of dial-a-ride users was conducted in Longueuil, the largest suburb of Montreal, Canada. This paper describes the steps of the survey and presents its main conclusions: (1) 56 attributes were identified based on interviews, (2) the questionnaire developed has proved to be reliable and valid, (3) an exploratory factor analysis allowed us to determine 13 dimensions of quality in dial-a-ride services, (4) the most important criteria for users were identified, and (5) population segmenting variables by which subgroups of users can be categorized were also determined. Managerial implications of our results are also discussed.
机译：在许多国家/地区，公共机构为无法使用常规公交系统的老年人和残障人士提供了骑行服务。最小化成本是运行这些服务的关键，但是人们可以看到对质量度量和改进的兴趣日益增长。改善质量的第一步是定义特定于骑行服务的质量度量标准。第二步是将质量测量结果纳入数学模型中，以作为优化算法的基础。为此，在加拿大蒙特利尔最大的郊区隆格伊（Longueuil）进行了广泛的骑乘拨号用户调查。本文介绍了调查的步骤，并提出了以下主要结论：（1）根据访谈确定了56个属性，（2）所开发的问卷被证明是可靠和有效的，（3）探索性因素分析使我们能够确定骑乘拨号服务质量的13个维度，（4）确定了对用户最重要的标准，（5）还确定了可以按用户亚组进行分类的人口细分变量。还讨论了我们结果的管理意义。

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