Sustainable transport: co-creation of business with customer perceived values Online publication date: Tue, 02-Apr-2024
by M. Dileep Kumar; Vinod Sharma; Chandan Maheshkar
International Journal of Business Innovation and Research (IJBIR), Vol. 33, No. 4, 2024
Abstract: The selection of a mode of transport is varying based on the satisfaction commuters derived during their journey. Due to heavy traffic jams on-peak hours, commuters are switching over from road transport to rail transport. Nevertheless, such change of mode of transport is not permanent, since their intention to make use of one mode of transport rests with several aspects such as overall service quality, train fare, customer satisfaction, and the likes. Expectation disconfirmation theory states that the satisfaction of the customers depends on confirming the expectation of the customer. The study follows quantitative research with a cross-sectional design with the application of PLS-SEM, to explain the relationship between independent and dependent variables selected. The study provides practical and theoretical implications facilitating better managerial decisions to the Klang valley mass rapid transit (MRT) organisation, which facilitates better public transport appreciation from the customers.
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