Case study of the behavioural intentions of public transportation passengers in Kuala Lumpur

Hamza Imhimmed Mohamed Irtema, Amiruddin Ismail, Muhamad Nazri Borhan, Amsori Muhammad Das, Abdurauf B.Z. Alshetwi

Research output: Contribution to journalArticle

2 Citations (Scopus)

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 languageEnglish
JournalCase Studies on Transport Policy
DOIs
Publication statusAccepted/In press - 1 Jan 2018

Fingerprint

public transportation
Quality of service
public transport
Managers
Values
capital city
transportation system
public
services
safety
Malaysia
customer
manager
modeling
questionnaire
management

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 journalArticle

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