Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan

This study aims to investigate the relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers through a structural equation model (SEM). The main study's results are as follows. Service expectation has a significantly positive effect on perceived performance, but not on perceived value and satisfaction. Perceived performance has a significantly positive effect on perceived value, but not on satisfaction. Perceived value has a significantly positive effect on satisfaction. Both perceived value and satisfaction have significantly positive effects on behavioral intentions. In addition, perceived performance reveals the indirect effect on satisfaction moderated by perceived value. Finally, perceived value reveals a larger effect than overall satisfaction on behavioral intentions. Specific theoretical and managerial implications are discussed.

• Record URL:
  • http://www.sciencedirect.com/science/article/B6VG7-4S0B2G6-1/1/7faa7638008627178d127d58d0226595
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/09658564
• Supplemental Notes:
  • Abstract reprinted with permission from Elsevier
• Authors:
  • Chen, Ching-Fu
• Publication Date: 2008-5

Language

• English

Media Info

• Media Type: Print
• Features: Figures; References; Tables;
• Pagination: pp 709-717
• Serial:
  • Transportation Research Part A: Policy and Practice
  • Volume: 42
  • Issue Number: 4
  • Publisher: Elsevier
  • ISSN: 0965-8564
  • Serial URL: http://www.sciencedirect.com/science/journal/09658564

Subject/Index Terms

• TRT Terms: Behavior; Customer satisfaction; Management; Quality of service; Structural equation modeling; Theory
• Uncontrolled Terms: Airline passengers; Perceived value model; Relationships; Structure
• Geographic Terms: Taiwan
• Subject Areas: Administration and Management; Aviation;

Filing Info

• Accession Number: 01099773
• Record Type: Publication
• Files: TRIS
• Created Date: May 21 2008 11:42AM