The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence
| Main Authors: | Ibrahim, Ahmad Nazrul Hakimi; Department of Civil Engineering, Universiti Kebangsaan Malaysia, UKM Bangi, Selangor, 43600, Malaysia, Borhan, Muhamad Nazri; Department of Civil Engineering, Universiti Kebangsaan Malaysia, UKM Bangi, Selangor, 43600, Malaysia |
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| Other Authors: | This research was sponsored by the Universiti Kebangsaan Malaysia (UKM) through Project GUP-2019-015. |
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
International Journal on Advanced Science, Engineering and Information Technology
, 2020
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| Subjects: | |
| Online Access: |
http://insightsociety.org/ojaseit/index.php/ijaseit/article/view/12818 http://insightsociety.org/ojaseit/index.php/ijaseit/article/view/12818/pdf_1576 |
Daftar Isi:
- 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.