Abstract
Paratransit is used extensively in almost all cities in Indonesia, as well as in many developing cities. The aim of this research is to explore user perceptions of paratransit operation, regarding quality of service, frequency of negative experience, and loyalty using multigroup analysis in SEM (structural equation modeling). As the previous studies by the authors found that the user of paratransit is dominated by the student, then this article intends to elaborate whether the student and non-student group have the same regression weights in the path analysis. The findings illustrate that the regression weights do not differ significantly between student and non-student, which eliminates the doubt of the bias resulted by the domination of one group among other groups. However, the other important finding from this model is the positive relationship between overall satisfaction and loyalty to use this mode in the future.
