Effects of service quality dimensions on behavioural purchase intentions: A study in public‐sector transport

Abstract

Purpose

This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.

Design/methodology/approach

The study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.

Findings

The findings confirm a relationship between the five dimensions of service quality and purchase intentions.

Originality/value

The study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to studies of perceived service quality by providing an aggregated ordered logit model, and by confirming the link between service quality and behavioural intention in a public‐sector context.

Citation

Sánchez Pérez, M., Carlos Gázquez Abad, J., María Marín Carrillo, G. and Sánchez Fernández, R. (2007), "Effects of service quality dimensions on behavioural purchase intentions: A study in public‐sector transport", Managing Service Quality: An International Journal, Vol. 17 No. 2, pp. 134-151. https://doi.org/10.1108/09604520710735164