Service Quality and Behavioral Intention Analysis of Passengers on Small Electric Public Transportation: A Case Study of Electric Tuktuk in the Philippines

Tuktuk, as a generalized connotation, serves as a widely used vehicle for urban transportation, adapted from Thailand by the Philippines. The creation of the electric-typed public vehicle has now been recognized as one of the modalities of public transportations, the etuktuk. This study investigated the factors influencing passengers’ intention to use etuktuks as a mode of transportation in the Philippines by integrating the Theory of Planned Behavior with higher-order SERVQUAL dimensions. The objective was to understand how service qualities, attitudes, subjective norms, and perceived behavioral control impact passenger satisfaction and intention to use etuktuks. Data were collected from 501 respondents who had used etuktuks and were analyzed using partial least square structural equation modeling. The findings revealed that assurance, empathy, reliability, tangibility, and responsiveness significantly affected passenger satisfaction and intentions, with assurance being the most influential factor. Conversely, tangibles, such as the physical attributes of the etuktuk, were the least significant in shaping passenger preferences. Notably, a negative significant effect was observed between service quality and behavioral intention, indicating that while passengers are generally satisfied with etuktuk services, they may opt for alternative transportation options when available. These results highlight the need for improvements in etuktuk services, particularly in enhancing comfort, safety, and accessibility. Such improvements are crucial for encouraging wider adoption of etuktuks and fostering cleaner, more sustainable urban environments. By addressing the identified service quality issues and leveraging the research findings, stakeholders can better support the transition to more environmentally friendly and efficient transportation options.