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Factors influencing the behavioral intention of public transport passengers

Tri Widianti (Indonesian Institute of Sciences, Tangerang Selatan, Indonesia)
Sik Sumaedi (Indonesian Institute of Sciences, Banten, Indonesia)
I Gede Mahatma Yuda Bakti (Indonesian Institute of Sciences, Tangerang Selatan, Indonesia)
Tri Rakhmawati (Indonesian Institute of Sciences, Tangerang Selatan, Indonesia)
Nidya Judhi Astrini (Indonesian Institute of Sciences, Tangerang Selatan, Indonesia)
Medi Yarmen (Indonesian Institute of Sciences, Tangerang Selatan, Indonesia)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 3 August 2015

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Abstract

Purpose

The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage.

Design/methodology/approach

The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses.

Findings

SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV. In addition, it is also found that SAT and frequency of usage have no statistically significant effect on WOM and repurchase intention of paratransit passengers.

Research limitations/implications

The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across all paratransit passengers in the three cities where the research was conducted in. This study can be replicated with larger sample size in order to examine the stability of the results in other contexts.

Practical implications

The research results shows that sacrifice, SQ, and PV affect the BI of paratransit passengers. Thus, the management of paratransit service provider should consider and manage all of these factors proactively.

Originality/value

The paper has established a BI model of public transport passengers that can help organizations to manage the formation of BI of their passengers. The model has some novelties, which are first, the model includes frequency of usage, second, it uses BI as a multidimensional construct, consisting of repurchase intention and WOM, rather than a single dimensional construct, and third, it also includes the direct relationship between SAC and BI (repurchase intention and WOM).

Keywords

Citation

Widianti, T., Sumaedi, S., Bakti, I.G.M.Y., Rakhmawati, T., Astrini, N.J. and Yarmen, M. (2015), "Factors influencing the behavioral intention of public transport passengers", International Journal of Quality & Reliability Management, Vol. 32 No. 7, pp. 666-692. https://doi.org/10.1108/IJQRM-01-2013-0002

Publisher

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Emerald Group Publishing Limited

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