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Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan

机译：台湾高铁服务质量和客户满意度对客户忠诚度的影响

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摘要

Service quality and customer satisfaction as perceived by 1235 passengers on high-speed rail (HSR) services in Taiwan were examined using structural equation modeling (SEM) to explain customer loyalty. The relationships among the constructs in the SEM model were tested, namely: service quality, customer satisfaction and customer loyalty. Results indicated that the five service quality attributes in HSR services with which passengers most agreed were car cleanness, followed by neat appearance of employee, employee service attitude, comfort of air conditioning, and on-time performance. Findings also revealed that service quality had a positive effect on customer satisfaction and customer loyalty, while customer satisfaction had a positive effect on customer loyalty. Theoretical and practical implications of the findings for HSR services are discussed.
机译：使用结构方程模型（SEM）检验了台湾1235名乘坐高铁（HSR）的乘客所感知的服务质量和客户满意度，以解释客户忠诚度。测试了SEM模型中构造之间的关系，即：服务质量，客户满意度和客户忠诚度。结果表明，高铁服务中乘客最认同的五个服务质量属性是汽车清洁度，其次是员工的外表整洁，员工的服务态度，空调的舒适性和准时性能。调查结果还显示，服务质量对客户满意度和客户忠诚度有积极影响，而客户满意度对客户忠诚度有积极影响。讨论了研究结果对高铁服务的理论和实践意义。

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