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The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence

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@article{IJASEIT12818,
   author = {Ahmad Nazrul Hakimi Ibrahim and Muhamad Nazri Borhan},
   title = {The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence},
   journal = {International Journal on Advanced Science, Engineering and Information Technology},
   volume = {10},
   number = {5},
   year = {2020},
   pages = {2048--2056},
   keywords = {public transportation; public transit; user satisfaction; perceived quality; perceived value.},
   abstract = {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.},
   issn = {2088-5334},
   publisher = {INSIGHT - Indonesian Society for Knowledge and Human Development},
   url = {http://ijaseit.insightsociety.org/index.php?option=com_content&view=article&id=9&Itemid=1&article_id=12818},
   doi = {10.18517/ijaseit.10.5.12818}
}

EndNote

%A Ibrahim, Ahmad Nazrul Hakimi
%A Borhan, Muhamad Nazri
%D 2020
%T The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence
%B 2020
%9 public transportation; public transit; user satisfaction; perceived quality; perceived value.
%! The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence
%K public transportation; public transit; user satisfaction; perceived quality; perceived value.
%X 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.
%U http://ijaseit.insightsociety.org/index.php?option=com_content&view=article&id=9&Itemid=1&article_id=12818
%R doi:10.18517/ijaseit.10.5.12818
%J International Journal on Advanced Science, Engineering and Information Technology
%V 10
%N 5
%@ 2088-5334

IEEE

Ahmad Nazrul Hakimi Ibrahim and Muhamad Nazri Borhan,"The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence," International Journal on Advanced Science, Engineering and Information Technology, vol. 10, no. 5, pp. 2048-2056, 2020. [Online]. Available: http://dx.doi.org/10.18517/ijaseit.10.5.12818.

RefMan/ProCite (RIS)

TY  - JOUR
AU  - Ibrahim, Ahmad Nazrul Hakimi
AU  - Borhan, Muhamad Nazri
PY  - 2020
TI  - The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence
JF  - International Journal on Advanced Science, Engineering and Information Technology; Vol. 10 (2020) No. 5
Y2  - 2020
SP  - 2048
EP  - 2056
SN  - 2088-5334
PB  - INSIGHT - Indonesian Society for Knowledge and Human Development
KW  - public transportation; public transit; user satisfaction; perceived quality; perceived value.
N2  - 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.
UR  - http://ijaseit.insightsociety.org/index.php?option=com_content&view=article&id=9&Itemid=1&article_id=12818
DO  - 10.18517/ijaseit.10.5.12818

RefWorks

RT Journal Article
ID 12818
A1 Ibrahim, Ahmad Nazrul Hakimi
A1 Borhan, Muhamad Nazri
T1 The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence
JF International Journal on Advanced Science, Engineering and Information Technology
VO 10
IS 5
YR 2020
SP 2048
OP 2056
SN 2088-5334
PB INSIGHT - Indonesian Society for Knowledge and Human Development
K1 public transportation; public transit; user satisfaction; perceived quality; perceived value.
AB 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.
LK http://ijaseit.insightsociety.org/index.php?option=com_content&view=article&id=9&Itemid=1&article_id=12818
DO  - 10.18517/ijaseit.10.5.12818