標題: Assessing asymmetric response effect of behavioral intention to service quality in an integrated psychological decision-making process model of intercity bus passengers: a case of Taiwan
作者: Lin, Jiun-Hung
Lee, Tzong-Ru
Jen, William
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: loss aversion;repurchase intentions;service quality;SERVQUAL model
公開日期: 1-Jan-2008
摘要: This study introduces the concept of loss aversion to consumer behavioral intention at the personal psychological level to develop an integrative structural equation model for analyzing traveler psychological decision making. In this model, the relationship between behavioral intention and service quality is a non-smooth function based on the theory of loss aversion. The expectation service quality in the SERVQUAL model proposed by Parasuraman, Zeithaml, and Berry (PZB) serves as a reference point. This model can be applied to analyze the effect of non-smooth response of behavioral intention to service quality in a traveler psychological decision-making process model. Intercity travel among cities in Taiwan is used as an empirical example. Data were gathered in cities in Taiwan via a questionnaire survey, and the model was tested using path analysis performed by LISREL. The empirical result shows that all causal relationships are statistically significant. Service quality loss influences repurchase intention more than does Service quality gain. Finally, this study concludes by discussing managerial implications and suggesting directions for future research.
URI: http://dx.doi.org/10.1007/s11116-007-9139-3
http://hdl.handle.net/11536/9847
ISSN: 0049-4488
DOI: 10.1007/s11116-007-9139-3
期刊: TRANSPORTATION
Volume: 35
Issue: 1
起始頁: 129
結束頁: 144
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