Factors influencing the behavioral intention of public transport passengers

Measuring QSR service quality on behavioral intentions of gen Z customers using QUICKSERV–mediating effect of service value and satisfaction

Purpose

The aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India by integrating QUICKSERV into an established model of consumer behavior.

Design/methodology/approach

A cross-sectional study design was used for the hypothesis testing. Service quality perceptions with satisfaction, service value and behavioral intentions were measured using structural equation modeling.

Findings

The outcomes suggest a direct effect of the service quality of QSRs on the satisfaction, service value and behavioral intentions of Gen Z customers. Satisfaction further influenced customers' behavioral intentions. However, customer satisfaction and behavioral intentions were not directly influenced by service value. Finally, the association between service quality and behavioral intentions was mediated by satisfaction.

Practical implications

Managers should encourage a pleasant attitude, good grooming and friendliness in QSR employees as Gen Z highly values these aspects. At the same time, QSRs should focus to elevate the service value of Gen Z customers by lowering their sacrifice perceptions and fostering initiatives.

Originality/value

Although many studies have considered millennials along with Gen Z to analyze the relationship between service quality and behavioral intentions in different service settings, few researchers have considered the impact of Gen Z consumer features in service quality research separately. The findings of the study will help both practitioners of different QSR brands and facilitators in hospitality academia to better understand the nuances and uniqueness of Gen Z consumer behavior in the QSRs.

Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling

Policy makers and service providers must have a good understanding of the determinants of passengers’ satisfaction with light rail transit (LRT) in order to be able to formulate effective strategies that ensure passenger satisfaction, which would in turn help to retain existing passengers and attract new ones. This is seen as the most important determinant of the long-term financial performance of LRT service. In this context, the present study seeks to establish the influence of passenger expectation, perceived quality and perceived value on their satisfaction with the service provided. A total of 417 responses from a self-administrated questionnaire were collected from LRT passengers in Kuala Lumpur, Malaysia. The proposed model was tested using a structural equation model. The results proved the significant and direct effect of perceived quality and perceived value on passenger satisfaction. Of the factors, perceived quality is the most critical construct determining the satisfaction level of LRT passengers. The present study concludes by deriving the theoretical and managerial implications on the field of transport. This study provides beneficial information which helps service providers, authorities, policy makers, planners, and researchers formulate effective strategies to increase the use of LRT service, especially in Kuala Lumpur, Malaysia, and other alpha and metropolitan cities in general.

Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services

Purpose

The objective of this paper is to understand the relationships between service quality, perceived value and satisfaction because several studies endeavored to model these linkages. It is important to test these relationships with loyalty and word-of-mouth (WOM). Thus, it is important to test these relationships in the insurance sector since the relationship between these variables and WOM has not been studied in insurance.

Design/methodology/approach

This investigation proposes a theoretical model tested using structural equation modeling (SEM). A questionnaire survey was developed to explore the relationships among service quality, perceived value, satisfaction, loyalty and WOM. For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders.

Findings

The results revealed that service quality has a direct relationship with perceived value and satisfaction. In turn, perceived value has a direct relationship with satisfaction. Perceived value and satisfaction influence loyalty and WOM. Finally, loyalty influences WOM.

Originality/value

This investigation examines the mediating role of perceived value and satisfaction in the relationship between service quality (facility and interactive) and loyalty and WOM in the insurance industry. It fills a gap in the literature by exploring the variables that lead to positive WOM in the insurance industry; the authors do not know any study that links these variables with WOM. Also, the relationship between loyalty and WOM has been poorly studied, although it is well known that in services, loyal customers speak well of the companies. Thus, the authors try to fill this gap in the academic literature by analyzing these relationships.

A model of intention to use official COVID-19 websites

Purpose

This research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019 (COVID-19) websites on intention to use official COVID-19 websites.

Design/methodology/approach

This study collected data using an online questionnaire. It involved 120 Indonesians who used official COVID-19 websites. The data were analyzed using the multiple regression analysis.

Findings

This research found that intention to use official COVID-19 websites is significantly and positively affected by the quality of the website, attitude and subjective norm. PBC does not influence intention to use official COVID-19 websites.

Research limitations/implications

This research was only conducted in the context of Indonesians. Furthermore, a convenience sampling technique was applied. Future research should be done in a different context with larger samples to test the generalization of this research's findings.

Practical implications

To improve intention to use official COVID-19 websites, people must be directed to have a positive attitude toward the website. The developer must ensure the quality of the website. It is also essential to involve leaders and public figures whose opinions might be able to sway citizens to use official COVID-19 websites consistently.

Originality/value

This research is the first one of its kind that studied citizens' intention to use official COVID-19 websites.