Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement

Wen-Tai Lai and Ching-Fu Chen

Transport Policy, 2011, vol. 18, issue 2, 318-325

Abstract: Understanding the behavioral intentions of public transit passengers is important, because customer loyalty is seen as a prime determinant of long-term financial performance. This study highlights such behavioral intentions and explores the relationships between passenger behavioral intentions and the various factors that affect them. Apart from the factors recognized by past studies, such as service quality, perceived value, and satisfaction, this study addresses the importance of the involvement of public transit services in passenger behavioral intentions. By using passenger survey data from the Kaohsiung Mass Rapid Transit (KMRT), a newly operating public transit system in Taiwan, we apply the structural equation modeling technique to analyze the conceptualized relationship model. The findings reveal that all causal relationships are statistically significant. Managerial implications are discussed.

Keywords: Involvement; Service; quality; Perceived; value; Satisfaction; Behavioral; intentions; Public; transit (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (153)

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