Abstract
Behavioural intention is associated with the likelihood of engaging in a particular behaviour. It is crucial as it indicates that how customers may behave in the future and has its roots in the theory of planned behaviour. This case study examines the behavioural intention of public transport passengers in Kuala Lumpur, the capital city of Malaysia. It also examines the relationship between passengers’ behavioural intention and other underlying factors, including quality of service, perceived value, involvement, and satisfaction. Questionnaires were distributed to 412 passengers to gather empirical data. The structural equation modelling method was used to analyse the conceptualised relationship model. The results of this analysis show that all relationships are statistically significant. They show that service quality, perceived value, involvement, and satisfaction have positive effects on the behavioural intention public transport passengers in Kuala Lumpur. The result also shows a direct negative relationship between perceived value and passenger satisfaction. Passenger satisfaction determines behavioural intention. Hence, in order to improve passenger satisfaction, both service quality and perceived value must be given serious consideration. Passenger satisfaction, however, is contingent upon improvement in the quality of service provided by the public transportation system, and this in turn influences passengers’ perception of value, which is based on ticket price. The results of this research show that service attributes, namely vehicle safety, service cleanliness, and grievance management have profound influence on the perception of public transport passengers. The findings of this study also identify the important service attributes that should be given high priority by the managers of the public transportation services in Kuala Lumpur.
| Original language | English |
|---|---|
| Journal | Case Studies on Transport Policy |
| DOIs | |
| Publication status | Accepted/In press - 1 Jan 2018 |
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Keywords
- Behavioural intention
- Involvement
- Kuala Lumpur
- Perceived value
- Public transportation
- Satisfaction
- Service quality
- Structural equation modelling
ASJC Scopus subject areas
- Geography, Planning and Development
- Transportation
- Urban Studies
Cite this
Case study of the behavioural intentions of public transportation passengers in Kuala Lumpur. / Irtema, Hamza Imhimmed Mohamed; Ismail, Amiruddin; Borhan, Muhamad Nazri; Das, Amsori Muhammad; Alshetwi, Abdurauf B.Z.
In: Case Studies on Transport Policy, 01.01.2018.Research output: Contribution to journal › Article
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TY - JOUR
T1 - Case study of the behavioural intentions of public transportation passengers in Kuala Lumpur
AU - Irtema, Hamza Imhimmed Mohamed
AU - Ismail, Amiruddin
AU - Borhan, Muhamad Nazri
AU - Das, Amsori Muhammad
AU - Alshetwi, Abdurauf B.Z.
PY - 2018/1/1
Y1 - 2018/1/1
N2 - Behavioural intention is associated with the likelihood of engaging in a particular behaviour. It is crucial as it indicates that how customers may behave in the future and has its roots in the theory of planned behaviour. This case study examines the behavioural intention of public transport passengers in Kuala Lumpur, the capital city of Malaysia. It also examines the relationship between passengers’ behavioural intention and other underlying factors, including quality of service, perceived value, involvement, and satisfaction. Questionnaires were distributed to 412 passengers to gather empirical data. The structural equation modelling method was used to analyse the conceptualised relationship model. The results of this analysis show that all relationships are statistically significant. They show that service quality, perceived value, involvement, and satisfaction have positive effects on the behavioural intention public transport passengers in Kuala Lumpur. The result also shows a direct negative relationship between perceived value and passenger satisfaction. Passenger satisfaction determines behavioural intention. Hence, in order to improve passenger satisfaction, both service quality and perceived value must be given serious consideration. Passenger satisfaction, however, is contingent upon improvement in the quality of service provided by the public transportation system, and this in turn influences passengers’ perception of value, which is based on ticket price. The results of this research show that service attributes, namely vehicle safety, service cleanliness, and grievance management have profound influence on the perception of public transport passengers. The findings of this study also identify the important service attributes that should be given high priority by the managers of the public transportation services in Kuala Lumpur.
AB - Behavioural intention is associated with the likelihood of engaging in a particular behaviour. It is crucial as it indicates that how customers may behave in the future and has its roots in the theory of planned behaviour. This case study examines the behavioural intention of public transport passengers in Kuala Lumpur, the capital city of Malaysia. It also examines the relationship between passengers’ behavioural intention and other underlying factors, including quality of service, perceived value, involvement, and satisfaction. Questionnaires were distributed to 412 passengers to gather empirical data. The structural equation modelling method was used to analyse the conceptualised relationship model. The results of this analysis show that all relationships are statistically significant. They show that service quality, perceived value, involvement, and satisfaction have positive effects on the behavioural intention public transport passengers in Kuala Lumpur. The result also shows a direct negative relationship between perceived value and passenger satisfaction. Passenger satisfaction determines behavioural intention. Hence, in order to improve passenger satisfaction, both service quality and perceived value must be given serious consideration. Passenger satisfaction, however, is contingent upon improvement in the quality of service provided by the public transportation system, and this in turn influences passengers’ perception of value, which is based on ticket price. The results of this research show that service attributes, namely vehicle safety, service cleanliness, and grievance management have profound influence on the perception of public transport passengers. The findings of this study also identify the important service attributes that should be given high priority by the managers of the public transportation services in Kuala Lumpur.
KW - Behavioural intention
KW - Involvement
KW - Kuala Lumpur
KW - Perceived value
KW - Public transportation
KW - Satisfaction
KW - Service quality
KW - Structural equation modelling
UR - http://www.scopus.com/inward/record.url?scp=85047628419&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85047628419&partnerID=8YFLogxK
U2 - 10.1016/j.cstp.2018.05.007
DO - 10.1016/j.cstp.2018.05.007
M3 - Article
AN - SCOPUS:85047628419
JO - Case Studies on Transport Policy
JF - Case Studies on Transport Policy
SN - 2213-624X
ER -