The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence

Ahmad Nazrul Hakimi Ibrahim, Muhamad Nazri Borhan

Abstract


The most critical concern to the public transportation service is the low number of ridership. The lack of enthusiasm to use public transportation is because the passengers were not satisfied with the service provided. Thus, researchers across the globe are focusing on investigating the factors that affect user satisfaction and the consequences of user satisfaction in the public transportation service. However, a review of the evidence across public transportation mode and region has shown a lack of comprehensive investigations. Thus, this paper seeks to bridge the literature gap by reviewing the evidence to justify the relationship between the antecedents of user satisfaction, such as perceived quality and perceived value, and the consequence of user satisfaction, namely complaints and loyalty to the provided service. Based on the literature review, it is concluded that the perceived quality and perceived value have a significant effect on user satisfaction. Also, the satisfied user leads to loyalty to the service and can reduce the number of complaints. This study has established that the root of this relationship is the quality of the service provided. Hence, service providers need to prioritize this factor to ensure user satisfaction, which will increase their loyalty to the offered service. This research will help the service provider ensure the survival of their business and bring benefits to the environments through reduced traffic congestion and pollution.

Keywords


public transportation; public transit; user satisfaction; perceived quality; perceived value.

Full Text:

PDF

References


M. N. Borhan, A. N. H. Ibrahim, D. Syamsunur, and R. A. Rahmat, “Why Public Bus is a Less Attractive Mode of Transport: A Case Study of Putrajaya, Malaysia,†Periodica Polytechnica Transportation Engineering, vol. 47, no. 1, pp. 82–90, 2019.

A. N. H. Ibrahim, M. N. Borhan, N. A. Zakaria, and S. K. Zainal, “Effectiveness of Commuter Rail Service Toward Passenger’s Satisfaction: a Case Study from Kuala Lumpur, Malaysia,†International Journal of Engineering and Technology, vol. 8, no. 1.2, pp. 50–55, 2019.

W. Shen, W. Xiao, and X. Wang, “Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares,†Transport Policy, vol. 46, no. 1, pp. 20–31, 2016.

B. Hussain, M. M. Zefreh, and A. Torok, “Designing the Appropriate Data Collection Method for Public Transport Passenger Satisfaction Analysis,†International Journal for Traffic and Transport Engineering, vol. 8, no. 2, pp. 177–183, 2018.

M. N. Borhan, D. Syamsunur, N. Mohd Akhir, M. R. Mat Yazid, A. Ismail, and R. A. Rahmat, “Predicting the use of public transportation: A case study from Putrajaya, malaysia,†Scientific World Journal, vol. 2014, no. November, p. 9, 2014.

H. I. M. Irtema, A. Ismail, M. N. Borhan, A. M. Das, and A. B. Z. Alshetwi, “Case study of the behavioural intentions of public transportation passengers in Kuala Lumpur,†Case Studies on Transport Policy, vol. 6, no. 4, pp. 462–474, 2018.

A. Mouwen, “Drivers of customer satisfaction with public transport services,†Transportation Research Part A: Policy and Practice, vol. 78, pp. 1–20, 2015.

M. N. Borhan, A. N. H. Ibrahim, and M. A. A. Miskeen, “Extending the theory of planned behaviour to predict the intention to take the new high-speed rail for intercity travel in Libya: Assessment of the influence of novelty seeking, trust and external influence,†Transportation Research Part A: Policy and Practice, vol. 130, pp. 373–384, 2019.

A. N. H. Ibrahim, M. N. Borhan, and R. A. O. K. Rahmat, “Understanding users’ intention to use park-and-ride facilities in malaysia: The role of trust as a novel construct in the theory of planned behaviour,†Sustainability (Switzerland), vol. 12, p. 2484, 2020.

R. Kamaruddin, ‘Ismah Osman, and C. A. Che Pei, “Customer Expectations and its Relationship Towards Public Transport in Klang Valley,†Journal of ASIAN Behavioural Studies, vol. 2, no. 4, p. 29, 2017.

W. T. Lai and C. F. Chen, “Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement,†Transport Policy, vol. 18, no. 2, pp. 318–325, 2011.

R. Belwal, “Public transportation in Oman: a strategic analysis.,†Advances in Transportation Studies, vol. 42, no. 3, pp. 99–116, 2017.

S. Chowdhury, “Users’ willingness to ride an integrated public-transport service: A literature review,†Transport Policy, vol. 48, pp. 183–195, 2016.

N. Paulley et al., “The demand for public transport: The effects of fares, quality of service, income and car ownership,†Transport Policy, vol. 13, no. 4, pp. 295–306, 2006.

A. N. H. Ibrahim, M. N. Borhan, N. I. Md. Yusoff, and A. Ismail, “Rail-based Public Transport Service Quality and User Satisfaction - A Literature Review,†Promet-Traffic & Transportation, vol. 32, no. 3, pp. 423–435, 2020.

L. Redman, M. Friman, G. Tommy, and T. Hartig, “Quality attributes of public transport that attract car users- A research review,†Transport Policy journal, vol. 25, pp. 119–127, 2013.

H. D. Hussain, “Predicting the commuter’s willingness to use LRT, utilising the theory of planned behaviour and structural equation,†Journal of Applied Engineering Science, vol. 18, no. 3, pp. 403–412, 2020.

D. Van Lierop and A. El-Geneidy, “Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit,†Research in Transportation Economics, vol. 59, pp. 50–59, 2016.

S. Jomnonkwao, T. Champahom, and V. Ratanavaraha, “Methodologies for determining the service quality of the intercity rail service based on users’ perceptions and expectations in Thailand,†Sustainability (Switzerland), vol. 12, p. 4259, 2020.

R. Hussain, A. Al Nasser, and Y. K. Hussain, “Service quality and customer satisfaction of a UAE-based airline: An empirical investigation,†Journal of Air Transport Management, vol. 42, pp. 167–175, 2015.

J. S. Chou and C. Kim, “A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea,†Expert Systems with Applications, vol. 36, no. 3 PART 2, pp. 6945–6955, 2009.

C.-W. Kuo and M.-L. Tang, “Relationship among service quality, corporate image, customer satisfaction and behaviroal intention for the elderly in high speed rail service,†Journal of Advanced Transportation, vol. 47, no. June 2010, pp. 512–525, 2013.

V. Yilmaz and E. Ari, “The effects of service quality, image, and customer satisfaction on customer complaints and loyalty in high-speed rail service in Turkey: a proposal of the structural equation model,†Transportmetrica A: Transport Science, vol. 13, no. 1, pp. 67–90, 2017.

Y. H. Cheng and W. C. Tseng, “Exploring the effects of perceived values, free bus transfer, and penalties on intermodal metro-bus transfer users’ intention,†Transport Policy, vol. 47, pp. 127–138, 2016.

M. N. Borhan, A. N. H. Ibrahim, M. A. A. Miskeen, R. A. O. K. Rahmat, and A. M. Alhodairi, “Predicting car drivers’ intention to use low cost airlines for intercity travel in Libya,†Journal of Air Transport Management, vol. 65, pp. 88–98, 2017.

C. H. Hsiao and C. Yang, “Predicting the travel intention to take High Speed Rail among college students,†Transportation Research Part F: Traffic Psychology and Behaviour, vol. 13, no. 4, pp. 277–287, 2010.

X. mei Fu, J. hua Zhang, and F. T. S. Chan, “Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory,†Transportation Research Part A: Policy and Practice, vol. 113, no. May, pp. 476–490, 2018.

Y. Wang, X. Lu, and Y. Tan, “Impact of product attributes on customer satisfaction: an analysis of online reviews for washing machines,†Electronic Commerce Research and Applications, vol. 29, pp. 1–11, 2018.

T. Radojevic, N. Stanisic, N. Stanic, and R. Davidson, “The effects of traveling for business on customer satisfaction with hotel services,†Tourism Management, vol. 67, pp. 326–341, 2018.

E. B. Lunke, “Commuters’ satisfaction with public transport,†Journal of Transport and Health, vol. 16, no. February, 2020.

S. C. Sun, “Public Transit Loyalty Modeling Considering the Effect of Passengers’ Emotional Value: A Case Study in Xiamen, China,†Journal of Advanced Transportation, vol. 2018, p. 4682591, 2018.

T. Suguiy, M. Fabius Henriques de Carvalho, and P. Augusto Valente Ferreira, “Efficiency versus satisfaction in public transport: Practices in Brazilian cities,†Case Studies on Transport Policy, vol. 8, no. 3, pp. 938–945, 2020.

J. de Oña, R. de Oña, L. Eboli, C. Forciniti, and G. Mazzulla, “Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction,†Transportmetrica A: Transport Science, vol. 12, no. 5, pp. 385–412, 2016.

R. L. Oliver, Satisfaction: A behavioral perspective on the consumer, Second. New York: McGraw Hill, 2010.

Z. Yang and R. T. Peterson, “Customer perceived value, satisfaction, and loyalty: The role of switching costs,†Psychology and Marketing, vol. 21, no. 10, pp. 799–822, 2004.

R. L. Oliver, “Whence Consumer Loyalty?†Journal of Marketing, vol. 63, pp. 33–44, 1999.

M. Morfoulaki, Y. Tyrinopoulos, and G. Aifadopoulou, “Estimation of Satisfied Customers in Public Transport Systems: A New Methodological Approach,†Journal of the Transportation Research Forum, vol. 46, no. 1, pp. 63–72, 2007.

R. M. Morgan and S. D. Hunt, “The Commitment-Trust Theory of Relationship Marketing,†Journal of Marketing, vol. 58, no. 3, p. 20, 1994.

M. Leppäniemi, H. Karjaluoto, and H. Saarijärvi, “Customer perceived value, satisfaction, and loyalty: the role of willingness to share information,†International Review of Retail, Distribution and Consumer Research, vol. 27, no. 2, pp. 164–188, 2017.

W. D. Neal, “Satisfaction Is Nice, But Value Drives Loyalty,†Marketing Research, pp. 21–23, 1999.

D. van Lierop, M. G. Badami, and A. M. El-Geneidy, “What influences satisfaction and loyalty in public transport? A review of the literature,†Transport Reviews, vol. 38, no. 1, pp. 52–72, 2018.

P. F. Chou and C. S. Lu, “Assessing service quality, switching costs and customer loyalty in home-delivery services in Taiwan,†Transport Reviews, vol. 29, no. 6, pp. 741–758, 2009.

P.-F. Chou, C.-S. Lu, and Y.-H. Chang, “Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan,†Transportmetrica A: Transport Science, vol. 10, no. 10, pp. 917–945, 2014.

A. Weinstein, “Customer Satisfaction Among Transit Riders: How Customers Rank the Relative Importance of Various Service Attributes,†Transportation Research Record 1735, vol. 1735, no. 1, pp. 123–132, 2000.

J. L. Machado-Leóna, R. de Oñaa, T. Baounib, and J. de Oñaa, “Railway transit services in Algiers: priority improvement actions based on users’ perceptions,†Transport Policy, vol. 53, no. November 2016, pp. 175–185, 2017.

R. L. Oliver and W. S. DeSarbo, “Response Determinants in Satisfaction Judgments,†Journal of Consumer Research, vol. 14, no. 4, p. 495, 1988.

R. N. Bolton and J. H. Drew, “A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes,†Journal of Marketing, vol. 55, no. 1, p. 1, 1991.

V. A. Zeithaml, “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,†Journal of Marketing, vol. 52, no. 3, pp. 2–22, 1988.

A Parasuraman, V. A Zeithaml, and L. L. Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,†American Marketing Association, vol. 49, no. 4, pp. 41–50, 1985.

E. Echaniz, L. dell’Olio, and Ã. Ibeas, “Modelling perceived quality for urban public transport systems using weighted variables and random parameters,†Transport Policy, vol. 67, no. March, pp. 31–39, 2018.

M. M. Zefreh, B. Hussain, and T. Sipos, “In-Depth Analysis and Model Development of Passenger Satisfaction with Public Transportation,†KSCE Journal of Civil Engineering, pp. 1–10, 2020.

S. N. Geetika, “Determinants of Customer Satisfaction on Service Quality: A Study of Railway Platforms in India,†Journal of Public Transportation, vol. 13, no. Gronroos 1984, pp. 97–113, 2010.

S. Yanık, E. Aktas, and Y. I. Topcu, “Traveler satisfaction in rapid rail systems: The case of Istanbul metro,†International Journal of Sustainable Transportation, vol. 11, no. 9, pp. 642–658, 2017.

Y. Tyrinopoulos and C. Antoniou, “Public transit user satisfaction: Variability and policy implications,†Transport Policy, vol. 15, no. 4, pp. 260–272, 2008.

M. A. Saif, M. M. Zefreh, and A. Torok, “Public Transport Accessibility: A Literature Review,†Periodica Polytechnica Transportation Engineering, vol. 46, no. 3, pp. 1–8, 2018.

L. Dell’Olio, A. Ibeas, and P. Cecin, “The quality of service desired by public transport users,†Transport Policy, vol. 18, no. 1, pp. 217–227, 2011.

J. E. Burkhardt, “Critical measures of transit service quality in the eyes of older travelers,†Transportation Research Record, no. 1835, pp. 84–92, 2003.

K. Krizek and A. El-Geneidy, “Segmenting preferences and habits of transit users and non-users,†Journal of Public Transportation, vol. 10, no. 3, pp. 71–94, 2007.

A. M. Das, M. A. Ladin, A. Ismail, and R. O. K. Rahmat, “Consumers satisfaction of public transport monorail user in Kuala Lumpur,†Journal of Engineering Science and Technology, vol. 8, no. 3, pp. 272–283, 2013.

J. De Oña, R. De Oña, L. Eboli, and G. Mazzulla, “Perceived service quality in bus transit service: A structural equation approach,†Transport Policy, vol. 29, pp. 219–226, 2013.

R. De Oña, L. Eboli, and G. Mazzulla, “Key factors affecting rail service quality in the Northern Italy: a decision tree approach,†Transport, vol. 29, no. 1, pp. 75–83, 2014.

J. de Oña, R. de Oña, L. Eboli, and G. Mazzulla, “Heterogeneity in Perceptions of Service Quality among Groups of Railway Passengers,†International Journal of Sustainable Transportation, vol. 9, no. 8, pp. 612–626, 2015.

L. Eboli, Y. Fu, and G. Mazzulla, “Multilevel Comprehensive Evaluation of the Railway Service Quality,†Procedia Engineering, vol. 137, pp. 21–30, 2016.

J. J. Cronin, M. K. Brady, and G. T. M. Hult, “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments,†Journal of Retailing, vol. 76, no. 2, pp. 193–218, 2000.

J. F. Petrick, “The roles of quality, value and satisfaction in predicting cruise passengers’ behavioral intentions,†Journal of Travel Research, vol. 42, no. 4, pp. 397–407, 2004.

F. A. Konuk, “The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food,†Journal of Retailing and Consumer Services, vol. 43, no. March, pp. 304–310, 2018.

A. S. Hussein and R. Hapsari, “How Quality, Value and Satisfaction Create Passenger Loyalty: An Empirical Study on Indonesia Bus Rapid Transit Passenger,†The International Journal of Accounting and Business Society, vol. 22, no. 2, pp. 95–115, 2014.

S. Sumaedi, I. G. Mahatma, Y. Bakti, and M. Yarmen, “The empirical study of public transport passengers’ behavioral intentions: The roles of service quality, perceived sacrifice, perceived value, and satisfaction (case study: paratransit passengers in Jakarta, Indonesia),†International Journal for Traffic and Transport Engineering, vol. 2, no. 1, pp. 83–97, 2012.

C. H. Wen, L. W. Lan, and H. L. Cheng, “Structural Equation Modeling to Determine Passenger Loyalty Toward Intercity Bus Services,†Journal of Transportation Research Board, vol. 1927, pp. 249–255, 2005.

P. U. D. Pratiwi, N. Landra, and G. A. T. Kusuma, “The Construction of Public Transport Service Model to Influence the Loyalty of Customer,†Scientific Research Journal, vol. VI, no. II, pp. 56–63, 2018.

J. Matusitz and G. M. Breen, “Consumer dissatisfaction, complaints, and the involvement of human resource personnel in the hospitality and tourism industry,†Journal of Human Resources in Hospitality and Tourism, vol. 8, no. 2, pp. 234–246, 2009.

G. C. L. Bezerra and C. F. Gomes, “Antecedents and consequences of passenger satisfaction with the airport,†Journal of Air Transport Management, vol. 83, no. January, p. 101766, 2020.

E. W. Anderson and C. Fornell, “Foundations of the American Customer Satisfaction Index,†Total Quality Management, vol. 11, no. 7, pp. 869–882, 2000.

C. Cao and J. Chen, “An empirical analysis of the relationship among the service quality, customer satisfaction and loyalty of high-speed railway based on strctural equation model,†Canadian Social Science, vol. 7, no. 4, pp. 67–73, 2011.

D. Rahayu, “Impact of Service Quality, Customer Satisfaction and Word of Mouth on Loyalty,†Journal of International Business and Economics, vol. 6, no. 1, pp. 7–11, 2018.

Y. A. Putri, Z. Wahab, and M. S. Shihab, “The effect of service quality and brand trust on loyalty and the intervening role of customer satisfaction in transportation service,†International Journal of Scientific and Research Publications (IJSRP), vol. 8, no. 7, pp. 369–376, 2018.

L. Mei Yi et al., “Structure Equation Analysis on Customer Satisfaction of Public Transport: An Empirical Study in Klang Valley Malaysia,†International Journal of Engineering & Technology, vol. 7, no. 4.38, p. 778, 2018.

C. Zhang, Y. Liu, W. Lu, and G. Xiao, “Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service,†Transportation Research Part A: Policy and Practice, vol. 120, no. December 2018, pp. 149–164, 2019.

Y. Yuan, M. Yang, J. Wu, S. Rasouli, and D. Lei, “Assessing bus transit service from the perspective of elderly passengers in Harbin, China,†International Journal of Sustainable Transportation, vol. 13, no. 10, pp. 761–776, 2019.

S. T. Ha, W. H. W. Ibrahim, M. C. Lo, and Y. S. Mah, “Factors affecting satisfaction and loyalty in public transport using partial least squares structural equation modeling (PLS-SEM),†International Journal of Innovative Technology and Exploring Engineering, vol. 8, no. 12, pp. 569–575, 2019.

Y. Wang, Z. Zhang, M. Zhu, and H. Wang, “The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China,†SAGE Open, vol. 10, no. 1, 2020.

H. T. K. Le, A. L. Carrel, and M. Li, “How much dissatisfaction is too much for transit? Linking transit user satisfaction and loyalty using panel data,†Travel Behavior and Society, vol. 20, no. January, pp. 144–154, 2020.




DOI: http://dx.doi.org/10.18517/ijaseit.10.5.12818

Refbacks

  • There are currently no refbacks.


Published by INSIGHT - Indonesian Society for Knowledge and Human Development