PERFORMANCE PERCEPTIONS, SATISFACTION, AND INTENTION: THE INTERMODAL SHIPPER'S PERSPECTIVE

Abstract

A hypothesized model of intermodal railroad-truck usage is proposed and tested at the carrier level. Empirical results indicate that a shipper's future usage of a railroad's intermodal service is affected by the shipper's satisfaction with, and ability to replace, the carrier. In turn, shipper satisfaction is, according to the analysis, influenced by a shipper's overall perception of the railroad's intermodal service. It is also established that these overall performance perceptions are drivern by shipper perceptions of communication, quality of customer service, consistent delivery, transit times, and competitive rates (in declining order of importance). Implications of investigation are given for railroad providers of intermodal service, and avenues of research are highlighted for future study.

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