Gema María Marín Carrillo

Effects of service quality dimensions on behavioural purchase intentions

Purpose – This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.Design/methodology/approach – The study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.Findings – The findings confirm a relationship between the five dimensions of service quality and purchase intentions.Originality/value – The study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to stud...