Article: Examining the relationships between service quality, perceived value, customer satisfaction and purchase intentions: a marketing study of Bangkok's metropolitan rapid transit system, Thailand Journal: Journal for Global Business Advancement (JGBA) 2017 Vol.10 No.1 pp.3 - 25 Abstract: Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services. To understand this phenomenon, this study aims to investigate the effect of relationships between service quality, customer satisfaction, perceived value and customer purchase intentions in Bangkok's metropolitan rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the passengers at various MRT stations, out of which 400 passengers returned the questionnaires. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven, and the findings confirm that service quality significantly influences passengers' perceived value. Both perceived service quality and perceived value significantly influence customer satisfaction, and all of these significantly influence customers' purchase intentions. Inderscience Publishers - linking academia, business and industry through research

Title: Examining the relationships between service quality, perceived value, customer satisfaction and purchase intentions: a marketing study of Bangkok's metropolitan rapid transit system, Thailand

Authors: Prapat Chongsanguan; Jirasek Trimetsoontorn; Wanno Fongsuwan

Addresses: King Mongkut's Institute of Technology at Ladkrabang, Bangkok, 10520, Thailand ' King Mongkut's Institute of Technology at Ladkrabang, Bangkok, 10520, Thailand ' King Mongkut's Institute of Technology at Ladkrabang, Bangkok, 10520, Thailand

Abstract: Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services. To understand this phenomenon, this study aims to investigate the effect of relationships between service quality, customer satisfaction, perceived value and customer purchase intentions in Bangkok's metropolitan rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the passengers at various MRT stations, out of which 400 passengers returned the questionnaires. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven, and the findings confirm that service quality significantly influences passengers' perceived value. Both perceived service quality and perceived value significantly influence customer satisfaction, and all of these significantly influence customers' purchase intentions.

Keywords: service quality; perceived value; customer satisfaction; purchase intentions; Bangkok; MRT; marketing; metropolitan rapid transit system; Thailand; public transport; consumer behaviour; partial least squares; structural equation modelling; PLS; SEM.

DOI: 10.1504/JGBA.2017.081532

Journal for Global Business Advancement, 2017 Vol.10 No.1, pp.3 - 25

Published online: 12 Jan 2017 *

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Title: Examining the relationships between service quality, perceived value, customer satisfaction and purchase intentions: a marketing study of Bangkok's metropolitan rapid transit system, Thailand

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