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An empirical study of factors affecting customer loyalty – Taiwan high-speed rail service industry as an example

An empirical study of factors affecting customer loyalty – Taiwan high-speed rail service... Since opening in January 2007, High-Speed Rail (HSR) service has gradually gained its competitive advantage in inter-city transportations along western Taiwan. Therefore, this study is aimed to explore the effects among Taiwan High-Speed Rail (THSR) Corporation's service quality, complaint handling, customer satisfaction and customer loyalty. The subjects of this study are passengers of THSR Corporation. A questionnaire is administered to collect research data, and statistic analyses are further conducted to find out the current operations of THSR Corporation and verify the relationships and effects among the proposed factors. The research results reveal that service quality, complaint handling and total customer satisfaction would significantly and positively influence customer loyalty; different lifestyles of passengers would also significantly influence 'service quality', 'complaint handling', 'total customer satisfaction' and 'customer loyalty'; some of the demographic variables would lead to significant differences in the perceptions of service quality, complaint handling, total customer satisfaction and customer loyalty. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Services Operations and Informatics Inderscience Publishers

An empirical study of factors affecting customer loyalty – Taiwan high-speed rail service industry as an example

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References (35)

Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1741-539X
eISSN
1741-5403
DOI
10.1504/IJSOI.2010.031114
Publisher site
See Article on Publisher Site

Abstract

Since opening in January 2007, High-Speed Rail (HSR) service has gradually gained its competitive advantage in inter-city transportations along western Taiwan. Therefore, this study is aimed to explore the effects among Taiwan High-Speed Rail (THSR) Corporation's service quality, complaint handling, customer satisfaction and customer loyalty. The subjects of this study are passengers of THSR Corporation. A questionnaire is administered to collect research data, and statistic analyses are further conducted to find out the current operations of THSR Corporation and verify the relationships and effects among the proposed factors. The research results reveal that service quality, complaint handling and total customer satisfaction would significantly and positively influence customer loyalty; different lifestyles of passengers would also significantly influence 'service quality', 'complaint handling', 'total customer satisfaction' and 'customer loyalty'; some of the demographic variables would lead to significant differences in the perceptions of service quality, complaint handling, total customer satisfaction and customer loyalty.

Journal

International Journal of Services Operations and Informatics – Inderscience Publishers

Published: Jan 1, 2010

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