Determinants of Passenger Satisfaction and Behavioural Intention: Evidence from Tamil Nadu State Corporation (TNSTC) Bus Services

Abstract

This study examines passenger satisfaction and behavioral intention towards the services of Tamil Nadu State Transport Corporation (TNSTC) by applying the Theory of Planned Behavior (TPB). This study aimed to analyze the influence of key psychological constructs— attitude Towards behavior, subjective norms, and perceived behavioral control —on passengers’ intention to use public bus transport services. A structured questionnaire was administered using convenience sampling, where 150 questionnaires were distributed, and 131 valid responses were collected for analysis.This study employs descriptive statistics, correlation analysis, and regression analysis to evaluate the relationships among the variables. The findings revealed that attitude Towards behavior and perceived behavioral control had a significant positive impact on behavioral intention, while Subjective Norms showed a moderate influence. Additionally, service-related factors, such as reliability, affordability, and accessibility, were found to contribute significantly to overall passenger satisfaction.This study provides practical implications for the TNSTC to enhance service quality and increase passenger retention by focusing on customer-centric strategies. It also contributes to the existing literature by extending the application of TPB in the context of public transportation in developing economies.