Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/36309
Title: Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan
Authors: Chou, PF
Lu, CS 
Chang, YH
Keywords: Service quality
Customer satisfaction
Customer loyalty
Structural equation modeling
High-speed rail
Issue Date: 2014
Publisher: Taylor & Francis
Source: Transportmetrica. A, Transport science, 2014, v. 10, no. 10, p. 917-945 How to cite?
Journal: Transportmetrica. A, Transport science 
Abstract: 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.
URI: http://hdl.handle.net/10397/36309
ISSN: 2324-9935
EISSN: 2324-9943
DOI: 10.1080/23249935.2014.915247
Appears in Collections:Journal/Magazine Article

Access
View full-text via PolyU eLinks SFX Query
Show full item record

SCOPUSTM   
Citations

17
Last Week
0
Last month
Citations as of Aug 21, 2017

WEB OF SCIENCETM
Citations

16
Last Week
1
Last month
Citations as of Jul 28, 2017

Page view(s)

103
Last Week
5
Last month
Checked on Aug 20, 2017

Google ScholarTM

Check

Altmetric



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.