Effects of service quality dimensions on behavioural purchase intentions

Pérez, Manuel Sánchez; Gázquez–Abad, Juan Carlos; Carrillo, Gema María Marín; Sánchez‐Fernández, Raquel

doi:10.1108/09604520710735164

Cited by 101 publications

(42 citation statements)

References 86 publications

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“…Notably, the inclusion of scale items which evaluate perceptions of employee interaction, which represents a key component of the standardised SERVQUAL and SERVPERF approaches and has been found to be an identifiable issue in transport services (Pérez et al 2007;Chou et al 2014;Carreira et al 2014), will allow for the importance of this dimension to be evaluated. Moreover, the current approach taken by the Scottish Government, whilst covering a multi-item measurement scale for service quality and a single item measurement scale for service satisfaction, excludes ancillary concepts of service provision such as service retention and service loyalty in the case of existing customers as well as service intention in the case of non-bus users.…”

Section: Discussionmentioning

confidence: 99%

“…Utilising the SERVPERF measurement approach, Abdullah et al (2012) alternatively find that the dimensions of tangibility, reliability and assurance to be the most important in the evaluation of service quality by airline passengers. In the context of bus transit, Pérez et al (2007) find that the five service dimensions of service quality measured in SERVPERF can be identified and that each holds an effect over purchase intention. Interestingly, their analysis also suggests that the dimensions of service quality may reach a saturation level with customers, whereby additional service enhancements do not generate increased patronage.…”

Section: Transport Applicationsmentioning

confidence: 99%

See 1 more Smart Citation

Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland

Morton

Caulfield

Anable

2016

Case Studies on Transport Policy

171

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This paper provides a detailed examination of a quality of service indicator utilised by the Scottish Government to assess the opinions of passengers towards bus transport. The quality of service indicator takes the form of an 11 item opinion scale which covers an array of service aspects. Factor analysis is employed to identify latent constructs which are present within this scale. Three latent constructs associated with attitudes towards perceived quality of bus service are identified, covering convenience, cabin environment and ease of use issues. These latent constructs are further explored through an appreciation of how attitudes towards perceived quality of bus service vary across socioeconomic cohorts and the degree to which these attitudes can be useful in explaining variation in perceived satisfaction with the bus service. Results of the analysis suggest that attitudes regarding quality of bus service vary significantly across passenger groups, with females having a tendency to exhibit relatively negative opinions regarding the quality of the cabin environment with a similar finding observed in the case of passengers who are looking after the home and family. In addition, perceived convenience of the bus service appears to have a significant positive explanatory power over perceived satisfaction with the bus service, suggesting that improvements to service frequency, availability, reliability and stability will likely increase perceived satisfaction amongst existing passengers. At a more general level, this paper demonstrates the level of additional knowledge which can be attained through more detailed analysis of existing transport policy data. KEY WORDS Quality of Service, Public Transport, Customer Perceptions HIGHLIGHTS Public transport users associate issues relating to convenience, cabin environment and ease of use to perceived quality of service  Perceptions of quality of service tend to vary across socio-economic cohorts  Perceptions of service convenience are central in evaluations of overall satisfaction with service 1

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Section: Discussionmentioning

confidence: 99%

Section: Transport Applicationsmentioning

confidence: 99%

Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland

Morton

Caulfield

Anable

2016

Case Studies on Transport Policy

171

View full text Add to dashboard Cite

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“…Existing research on service quality analyses In recent years, the management of service quality has attracted considerable attention from academics who have investigated the characteristics of service quality (e.g., Golder et al 2012;Harvey 1998), the effect of service quality on behavioral intentions (e.g., Tripp and Drea 2002;Sánchez Pérez et al 2007), and the impact of service quality on operational and business performance (e.g., Adam 1994). Consequently, public transport operators as well as other service providers have begun to use quality measures for various quality management purposes.…”

Section: Measurement and Analyses Of Service Qualitymentioning

confidence: 99%

“…In recent years, the management of public transport quality has attracted considerable attention from academics investigating the measurement of service quality (Prioni and Hensher 2000;, the effect of service quality on behavioral intentions (e.g., Tripp and Drea 2002;Sánchez Pérez et al 2007), or the design of performance-based quality contracts (Hensher and Stanley 2003;Hensher and Houghton 2004). Likewise, public transport operators are increasingly focusing on improving service quality, assuming that this has an impact on their performance.…”

Section: Introductionmentioning

confidence: 99%

The limits of analyzing service quality data in public transport

Becker

Albers

2015

Transportation

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In recent years, management and academics have increasingly focused on quality management in public transport. In particular, many public transport operators regularly monitor their service quality over time and use these data to assess quality performance (e.g., for performance-based quality contracts) and to determine managerial decisions (e.g., budget allocations for service improvements). However, despite the widespread applications of service quality data in practice, it is unclear whether crosssectional analyses and cross-temporal comparisons of service quality data provide valid insights for quality management purposes. In this study, we investigate the usability of cross-sectional analyses and cross-temporal comparisons of service quality data by conducting an empirical study that tracked a panel's perceptions of the service quality of public transport and its choice over the course of three consecutive years. The results demonstrate that cross-sectional analyses provide valid insights for quality management. However, cross-temporal comparisons should be interpreted carefully because the results of these comparisons are surprisingly unreliable. In fact, we find that service quality data do not provide reliable results over time and therefore conclude that cross-temporal comparisons of service quality data must be interpreted with caution for quality management in public transport.

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“…Perez, Abad, Carrillo, & Fernandez, 2007;Dabholkar, Shepherd, & Thorpe, 2000) have shown the relationship between service quality and behavioural purchase intention or behavioural intention. Perez et al (2007) indicated that there are five dimensions of service quality which comprise tangibility, reliability, receptivity/responsiveness, assurance and empathy. These dimensions are also associated with the individual's behavioural intention to use the service provided.…”

Section: Behavioural Intention and Service Qualitymentioning

confidence: 99%

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

Ansory¹,

Safira²

2018

AJBA

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Manuscript type: Research paper. Research aims:This study aims to examine the predictors of passengers' behavioural intention in using railway services. It also attempts to identify whether these predictors differ among consumers of different age groups. Design/ Methodology/ Approach: A survey is conducted to collect data from the passengers using the KA Commuter Line (KRL) Jabodetabek. The 213 respondents are divided into two age segmentations comprising young and old. Data are analysed separately. The proposed model is tested quantitatively through multiple regression analysis and the independent sample t-test. Research findings:The results show that different age groups have different evaluations and they use different determinants for gauging the railway services. Perceived value emerges as an important determinant of customer satisfaction among the younger age group whereas service quality is the determinant for the older age group. Both groups, however, consider corporate image and customer satisfaction as determinants of behavioural intention. Theoretical contributions/ Originality: This paper contributes to existing research on public transportation from a marketing perspective. It extends on previous works by adopting age segmentation to examine passengers' perception, evaluation and behavioural intention of using the railway services in Jakarta.

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Effects of service quality dimensions on behavioural purchase intentions

Cited by 101 publications

References 86 publications

Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland

Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland

The limits of analyzing service quality data in public transport

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

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