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

In order to develop an integrative structural equation model for analyzing traveler psychological decision making, this study applies the concept of loss aversion to consumer behavioral intention at the personal psychological level. The relationship between behavioral intention and service quality in this model 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 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. Implications for management and directions for future research are discussed.

• Record URL:
  • https://doi.org/10.1007/s11116-007-9139-3
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/00494488
• Authors:
  • Lin, Jiun-Hung
  • Lee, Tzong-Ru
  • Jen, William
• Publication Date: 2008-1

Language

• English

Media Info

• Media Type: Print
• Features: Appendices; Figures; References; Tables;
• Pagination: pp 129-144
• Serial:
  • Transportation
  • Volume: 35
  • Issue Number: 1
  • Publisher: Springer
  • ISSN: 0049-4488
  • EISSN: 1572-9435
  • Serial URL: http://link.springer.com/journal/11116

Subject/Index Terms

• TRT Terms: Behavior; Bus transportation; Case studies; Decision making; Empirical methods; Intercity bus lines; Intercity travel; Passengers; Psychological aspects; Quality of service; Questionnaires; Structural equation modeling
• Uncontrolled Terms: Loss aversion
• Geographic Terms: Taiwan
• Subject Areas: Motor Carriers; Passenger Transportation; Planning and Forecasting; Public Transportation;

Filing Info

• Accession Number: 01084484
• Record Type: Publication
• Files: TRIS
• Created Date: Jan 28 2008 8:08AM