QUALITY OF SERVICE IN SPECIAL TRANSPORTATION FOR THE ELDERLY AND HANDICAPPED

Special transportation for the elderly and handicapped is provided by a number of different types and sizes of organizations. Examples of different types of providers include private, non-profit social service agencies that primarily provide service for their own clients, transit authorities that operate a demand-responsive service to meet Federal requirements, and taxi companies that have purchase of service agreements with municipalities. This report describes the third year of a three-year study of the effect of the size and type of organization on the service provided. In the first year, economies of scale in special transport was investigated; in the second year, the effect of coordination on provision of special transportation was studied; and in the third and final year, a methodology to measure quality of service in the provision of transportation for the elderly and handicapped was developed. The methodology was used to develop quantitative measures of service quality. These measures were then used to determine the effect of size and type of organization on quality of service provided. This study developed three different measures of quality of service for special transportation for the elderly and handicapped. Two of the measures were indices of quality in which the index is composed of eight aspects weighted by their relative importance to quality. The aspects are: reliability; comfort; convenience; extent of service; vehicle access; safety; driver characteristics; and responsiveness or ease of dealing with the office. Each aspect is made up of attributes of service (e.g.: reliability includes attributes related to wait time and on-time performance). For the first index, the weights were developed from responses to a survey of a panel of experts. For the second index, the weights were developed from responses to a survey of elderly and handicapped people. The third measure used what the authors call production function or inout utilization analysis and was based on data from providers on the resources they use to produce the service. The three measures were applied to forty-two actual providers of special transportation in the Chicago region. Statistical analysis of the forty-two providers indicate that quality tends to increase as the size of the provider increases and that private providers (either for-profit or not-for-profit) tend to provide a higher quality of service than public providers.

  • Corporate Authors:

    University of Illinois, Chicago

    Urban Transportation Center, 412 South Peoria Street, Suite 340
    Chicago, IL  United States  60607

    Urban Mass Transportation Administration

    400 7th Street, SW
    Washington, DC  United States  20590
  • Authors:
    • Pagano, A M
    • McKnight, C
    • Dichter-Figurera, M
  • Publication Date: 1983-5

Media Info

  • Pagination: n.p.

Subject/Index Terms

Filing Info

  • Accession Number: 00381040
  • Record Type: Publication
  • Report/Paper Numbers: UMTA-IL-11-0028-83-2Final Rpt.
  • Contract Numbers: IL-11-0028
  • Files: TRIS, ATRI, USDOT
  • Created Date: Feb 29 1984 12:00AM