Predicting Revisit Intention of Commuters: A Case Study of Private Bus Company in Pakistan

Abstract

Present research tends to explore the impact of service quality and relationship switching cost on revisiting intention. This scrutiny is quantitative in nature that has explored new dimensions of service quality designed public transportation industry. Specifically, revisit intention is taken as main contributor in this study based on commuter satisfaction. In Pakistan, intercity bus service has become competitive market after improvement in road structure and economic globalization. This study considered Daewoo Express Bus Service (Pakistan). Data was collected from 167 commuters that travel through private bus services. All proposed hypotheses were supported. Thus, study unraveled several managerial implications such as private bus services should increase service quality by providing them choices about internal environment of buses. Moreover, it’s not a wise decision by removing services to reduce expenses/cost to earn profits. This led intentions for commuters to switch as Daewoo is an educated professional’s choice of traveling, therefore new tools of commuter retentions are required to maintain their brand meaning.