Road travel satisfaction: role of quality, experience & intention

• SEM examined passenger satisfaction and behavioral intentions. • Data were collected from 571 passengers at four major border terminals in Iran. • Comfort and terminal facilities are the strongest predictors of satisfaction. • Gender moderates relationships with female passengers who value facilities. • Recommends include infrastructure, digital services, and gender planning. As a key component of global mobility, international road passenger transport facilitates movement of people across borders for reasons such as tourism, business, and social interaction. This study investigates the determinants of passenger satisfaction and behavioral intentions in the context of international road travel, using a structural equation modeling approach. In this case study, 6 latent constructs are examined using data from 571 passengers surveyed at four major border terminals in Iran: comfort, safety and security, supervision, terminal facilities, satisfaction, and behavior. Findings indicate that comfort and terminal facilities are the strongest predictors of satisfaction, while supervision significantly enhances perceived safety. Gender moderates these relationships, with female passengers placing greater emphasis on terminal facilities for comfort.