Design/methodology/approach – The empirical data were collected through a survey with
264 respondents. Structural equation modeling was employed to test the proposed hypotheses.
Findings – SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly
through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC
is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV.
In addition, it is also found that SAT and frequency of usage have no statistically significant effect
on WOM and repurchase intention of paratransit passengers.