DIFFERENCE IN SERVICE QUALITY OF CROSS-STRAIT AIRLINES AND ITS EFFECT ON PASSENGERS' PREFERENCES

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概要

• 論文の詳細を見る

• This study developed an instrument, based on the SERVQUAL model, to gauge the characteristics of specific cross-strait routes, in order to measure the service quality, perceived by travelers from Taiwan and Mainland China, of cross-strait airlines. Further, we analyzed the differences in the perceived service quality provided by Taiwan cross-strait airlines and explored the relationships between service quality difference and passenger satisfaction and preference behaviors, using a path analysis model. The results indicated that there were significant differences between the perceptions of Taiwanese and Mainland Chinese travelers related to cross-strait airlines, in all service attributes. This implies that even though the peoples of Taiwan and Mainland China share the same culture and speak Mandarin, their perceptions of airline service quality can be quite different. Finally, the path analysis model results showed that not all services significantly affected passenger satisfaction. It was also found that some services affected passenger preferences towards certain airlines.

• Eastern Asia Society for Transportation Studiesの論文

著者

• LU Jin-Long

  Department of Aviation and Maritime Management Chang Jung Christian University

• LIN Kuang

  Department of Shipping and Transportation Management National Taiwan Ocean University

• LING Feng-I

  Department of Shipping and Transportation Management National Taiwan Ocean University

関連論文

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• EVALUATING THE OPERATING EFFICIENCY OF INTERNATIONAL PORTS IN ASIA: THE DEA/TOPSIS APPROACH:THE DEA/TOPSIS APPROACH
• DIFFERENCE IN SERVICE QUALITY OF CROSS-STRAIT AIRLINES AND ITS EFFECT ON PASSENGERS' PREFERENCES

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