Performance perceptions, satisfaction, and intention: The intermodal shipper's perspective

A hypothesized model of intermodal railroad-truck usage is proposed and tes ted at the carrier level. Empirical results indicate that a shipper's futur e usage of a railroad's intermodal service is affected by the shipper's sat isfaction with, and ability to replace, the carrier. In turn, shipper satis faction is, according to the analysis, influenced by a shipper's overall pe rception of the railroad's intermodal service. It is also established that these overall performance perceptions are driven by shipper perceptions of communication, quality of customer service, consistent delivery, transit ri mes, and competitive rates (in declining order of importance). Implications of the investigation are given for railroad providers of intermodal servic e, and avenues of research are highlighted for future study.