Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction

Knowing passengers’ behavioural intentions to use transit servicecan be a useful support for transit managers and marketers who candefine the most convenient strategies to satisfy existing passengersand attractnewones.Weretain that analysing passengers’ intentionsto continue to use transit services in the future together with relevantconcepts such as service quality and customer satisfaction isfundamental to understand passengers’ behaviour. For this reason,in this paper we propose a structural equation model for investigatingon the relationship among some aspects influencing passengers’behavioural intentions towards the use of transit services. The lightrail transit (LRT) of Seville (Spain) offers the transit service supportingour work. We collected through an ad-hoc survey the opinionsof the passengers about the used LRT system and transit system ingeneral, and we propose a methodology to explain how passengers’opinions influence their intentions to use the LRT again. Among theinteresting findings from the model, we observe that behaviouralintentions are mostly affected by passengers’ judgements about LRTservice quality and their satisfaction with the service. Moreover, notonly direct but indirect effects on behavioural intentions are derived,determining an accurate conclusion about the relationships of theother concepts with LRT’ users behavioural intentions.