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Trans. Planning Journal
| Title | Effects of Perceived Service Quality, Customer Satisfaction and Switching Barriers on Passengers’ Behavioral Intentions in Scheduled Coach Service on National Freeway |
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| Author | William Jen, Tang-Jung Lu |
| Summary | Earlier research only stressed the effects of service sacrifice and service value on customer’s behavioral intentions, while lacking the understanding of the effects of service quality, customer satisfaction and switching barriers. This study attempts to take all the above-mentioned constructs into consideration and explain passengers’ behavioral intentions more in depth. The analytical tool of Linear Structural Relations (LISREL) is used in this study. The research subjects include passengers of four companies both in the Taipei-Tainan route and the Taichung-Kaohsiung route. The questionnaires for survey were given in random to passengers in the waiting rooms of various companies. The passengers were asked to mail back the completed questionnaires. 5,503 questionnaires in total were delivered, and 1,097 effective responses were received. The results of this study indicate that although the effect of interpersonal relationships of switching barriers on passengers’ behavioral intentions did not reach the statistically significant level, the other hypotheses of causal relationships were verified. This paper also provided business management suggestions for scheduled coach service operators. |
| Vol. | 33 |
| No. | 2 |
| Page | 421 |
| Year | 2004 |
| Month | 6 |
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