atoci - Effects of Service Quality, Customer S atisfaction...

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Unformatted text preview: Effects of Service Quality, Customer S atisfaction and Switching Barriers on Passenger Behavior Intensions in Sche duled Coach Service Authors: William JEN & Tang- Jung LU 2003/10/29 OUTLINE 1. INTRODUCTION 2. LITERATURE REVIEW 3. PROPOSED MODEL AND HYPOTHESES 4. METHODS AND MATERIALS 5. RESULTS 6. DISSCUSSION 1. INTRODUCTION n The opening of national freeway route in Tai wan Increasing the level of competition Companies became interested in passenger beha vioral intentions n Research on traveler behavior Objective and quantifiable variables, such as far e, frequency, traveling time and waiting time (Or tuzar and Iacobelli, 1998; Ferrari, 1999 ) n Research on marketing Subjective and difficult to quantify latent variab les, such as service quality , service sacrifice , s ervice value , customer satisfaction and switch ing barriers (Fishbein and Ajzen, 1975; Ravald and Gronroos, 1996) n Most of the studies only confirmed the relati onships between three or four latent variable s. Purposes n To consider all the above-mentioned latent v ariables in an integrated model. n Using Linear Structural Relation (LISREL) to test the model and hypotheses. 2. LITERATURE REVIEW 2.1 Service Quality (SQ) Parasuraman, Zeithaml and Berry (1985, 1988) l The comparison results of expected and perc eived service. n Tangible, Reliability, Responsiveness, Assura nce and Empathy . 2.2 Service Sacrifice (SS) Heskett et al.(1990) What is given up or sacrificed to acquire a service . Zeithaml(1988); Dodds et al. (1991) Perceived monetary and non-monetary price 2.3 Service Value (SV) Dodds and Mornoe (1985); Lovelock (2000) A trade-off between perceived benefits and perceiv ed costs. 2.4 Customer Satisfaction (CS) Woodruff et al. (1993) An evaluation of an attitude. Rust and Oliver (1994) An evaluation of an emotion....
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This note was uploaded on 10/26/2011 for the course ECONOMICS 105 taught by Professor Ak during the Spring '11 term at Punjab Engineering College.

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atoci - Effects of Service Quality, Customer S atisfaction...

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