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

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

Lai, Wen-Tai / Chen, Ching-Fu

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.

Research Highlights ► The relationships between behavioral intentions of public transit passenger and their affecting factors are examined. ► The effects of service quality, perceived value, satisfaction on behavioral intentions in the public transit context are evident. ► The importance of the involvement of public transit services in passenger behavioral intentions is addressed.