Title: Sustainable transport: co-creation of business with customer perceived values

Authors: M. Dileep Kumar; Vinod Sharma; Chandan Maheshkar

Addresses: Gopal Narayan Singh University, Bihar, Jamuhar, India ' Symbiosis Centre for Management and Human Resource Development (SCMHRD), Symbiosis International (Deemed University), Pune, India ' East Nimar Society for Education, Madhya Pradesh, India

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.

Keywords: mass rapid transport; perceived value; customer satisfaction; train fare; behavioural intention; expectation disinformation theory.

DOI: 10.1504/IJBIR.2024.137607

International Journal of Business Innovation and Research, 2024 Vol.33 No.4, pp.457 - 484

Received: 11 Oct 2020
Accepted: 17 Jun 2021
Published online: 02 Apr 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article