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Abstract ▼ AI-Helper

The aims of this study was twofold: (1) to identify the physical environment and service quality of international maritime passenger transportation services, and (2) to examine the causal relationship between two measures of customer satisfaction and their behavioral intentions. A total of 290 res...

The aims of this study was twofold: (1) to identify the physical environment and service quality of international maritime passenger transportation services, and (2) to examine the causal relationship between two measures of customer satisfaction and their behavioral intentions. A total of 290 respondent-completed questionnaires were collected and only 269 questionnaires were analyzed using the statistical programs of SPSS and AMOS. According to the results of data analyses, the customer satisfaction was directly influenced by the facility of physical environment and responsiveness and reliability of service quality. The study also revealed that the customer satisfaction played an important role in determining repurchase intentions and willingness to recommend. Finally, important implications for academics and practitioners in the market of maritime passenger transportation services were suggested, and future research directions related to the limitations of the study were provided.

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