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

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  • Lai, Wen-Tai
  • Chen, Ching-Fu
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    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.

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    Bibliographic Info

    Article provided by Elsevier in its journal Transport Policy.

    Volume (Year): 18 (2011)
    Issue (Month): 2 (March)
    Pages: 318-325

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    Handle: RePEc:eee:trapol:v:18:y:2011:i:2:p:318-325

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    Keywords: Involvement Service quality Perceived value Satisfaction Behavioral intentions Public transit;

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    Cited by:
    1. Eric N. AIDOO & William AGYEMANG & Jane E. MONKAH & Francis K. AFUKAAR, 2013. "Passenger’S Satisfaction With Public Bus Transport Services In Ghana: A Case Study Of Kumasi–Accra Route," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 8(2), pages 33-44, May.
    2. Drevs, Florian & Tscheulin, Dieter K. & Lindenmeier, Jörg & Renner, Simone, 2014. "Crowding-in or crowding out: An empirical analysis on the effect of subsidies on individual willingness-to-pay for public transportation," Transportation Research Part A: Policy and Practice, Elsevier, vol. 59(C), pages 250-261.

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