標題: Service quality effects on air passenger intentions: a service chain perspective
作者: Chiou, Yu-Chiun
Chen, Yen-Heng
運輸與物流管理系 註:原交通所+運管所
Department of Transportation and Logistics Management
關鍵字: service quality;service chain;low-cost carrier;structural equation model
公開日期: 2012
摘要: This study divides entire airline services into eight service stages and uses a second-order confirmatory factor analysis (CFA) to constitute service quality and to examine the causal relationships between two consecutive service stages from a service chain perspective. Two conceptual frameworks - overall framework and service chain framework are proposed. The former incorporates the constructs of service quality, sacrifice, servicescape, service value, satisfaction, switching barriers, and behavioural intentions combined with seven hypothetical causal relationships. The latter depicts seven hypothetical causal relationships between two consecutive service stages. The proposed models are validated by a case study of Spring Airlines, a low-cost carrier (LCC) based in China. The empirical results support all hypotheses except hypothesis 7 that service quality positively impacts behavioural intentions. Notably, test results for the interrelationships between two consecutive service stages suggest that a lack of satisfaction at a specific service stage will affect customer perception of the consequent service stage. Therefore, to improve the service quality for a service stage, the service quality of all upstream service stages must be improved first. This study also found that service quality has a large effect although not direct on behavioural intentions while sacrifice has the smallest effect. A low-fare strategy may not be effective when an airline fails to deliver high-quality service.
URI: http://hdl.handle.net/11536/16970
http://dx.doi.org/10.1080/18128602.2010.548837
ISSN: 1812-8602
DOI: 10.1080/18128602.2010.548837
期刊: TRANSPORTMETRICA
Volume: 8
Issue: 6
起始頁: 406
結束頁: 426
顯示於類別:期刊論文


文件中的檔案:

  1. 000308991400002.pdf