Effects of Service Guarantee and Perceived Waiting Experience on Railway Passenger's Repurchase Intentions

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概要

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• In railway transportation, it happens that passengers need to wait due to schedule delay. The unfavorable waiting experience of passengers may cause negative emotion and lower service evaluation. The purpose of this study is to examine the effects of passengers' perceived waiting experience and service guarantee on their satisfaction and repurchase intentions. This study took the Taiwan Railway Administration as an example and the data were collected via a questionnaire from those passengers who had the waiting experience before. After applying structural equation modeling to test the theoretical model, the research results showed that the effects of perceived waiting time and service guarantee on satisfaction and repurchase intentions were significant. This study proposed some managerial implications and suggestions for future research.

著者

• HU Kai

  Department of Business Administration Soochow University

• LU Mingying

  Department of Transportation Technology and Management National Chiao Tung University

• JEN William

  Department of Transportation Technology and Management National Chiao Tung University

関連論文

• Effects of Service Guarantee and Perceived Waiting Experience on Railway Passenger's Repurchase Intentions
• Applying Critical Incidents Technique to Explore the Categories of Service Failure and Service Recovery for Taiwanese International Airlines
• Effects of Airport Servicescape on Passengers' Satisfaction: A Hierarchical Approach and Importance-Performance Analysis
• Effects of Perceived Benefits and Perceived Costs on Passenger's Intention to Use Self-ticketing Kiosk of Taiwan High Speed Rail Corporation

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