Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan
Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan
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DOI：
10.1080/23249935.2014.915247
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发表时间：
2014-04
期刊：
影响因子：
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通讯作者：
P. Chou;Chin-Shan Lu;Yu-Hern Chang
中科院分区：
文献类型：
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作者：
P. Chou;Chin-Shan Lu;Yu-Hern Chang
本研究以1235名台湾高铁乘客为研究对象，以结构方程模型(SEM)分析其服务品质与顾客满意度，以解释顾客忠诚。检验了结构方程模型中各结构之间的关系，即：服务质量、顾客满意和顾客忠诚。结果显示，高铁乘客最认同的五个服务品质属性是车厢清洁，其次是员工外表整洁、员工服务态度、空调舒适性及准时表现。研究结果还发现，服务质量对顾客满意和顾客忠诚有正向影响，而顾客满意对顾客忠诚有正向影响。讨论了这些发现对高铁服务的理论和实践意义。
Service quality and customer satisfaction as perceived by 1235 passengers on high-speed rail (HSR) services in Taiwan were examined using structural equation modeling (SEM) to explain customer loyalty. The relationships among the constructs in the SEM model were tested, namely: service quality, customer satisfaction and customer loyalty. Results indicated that the five service quality attributes in HSR services with which passengers most agreed were car cleanness, followed by neat appearance of employee, employee service attitude, comfort of air conditioning, and on-time performance. Findings also revealed that service quality had a positive effect on customer satisfaction and customer loyalty, while customer satisfaction had a positive effect on customer loyalty. Theoretical and practical implications of the findings for HSR services are discussed.