Evaluating web site service quality in public transport: Evidence from Taiwan High Speed Rail

Transportation Research Part C: Emerging Technologies

Volumn 19, Issue 6, 2011, Pages 957-974

  Cheng, Yung Hsiang ^a  

^a NATIONAL CHENG KUNG UNIVERSITY   (Taiwan)

Author keywords

High Speed Rail; Public transport; Web site service quality

Indexed keywords

LEISURE INDUSTRY; QUALITY OF SERVICE; RAILROAD TRANSPORTATION; WEBSITES;

ELECTRONIC SERVICE QUALITIES; HIGH SPEED RAIL; LOGARITHMIC TRANSFORMATIONS; PERCEIVED SERVICE QUALITIES; PERSONAL CHARACTERISTICS; PUBLIC TRANSPORT; PUBLIC TRANSPORT SYSTEMS; SERVICE QUALITY;

WEB SERVICES;

EMPIRICAL ANALYSIS; INTERNET; NUMERICAL MODEL; PUBLIC TRANSPORT; RAILWAY TRANSPORT; SERVICE SECTOR; TRANSPORTATION SYSTEM;

TAIWAN;

EID: 79960447870     PISSN: 0968090X     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.trc.2011.04.003     Document Type: Article

References (111)

1. Abels E.G., White M.D., Hahn K. Identifying user-based criteria for Web pages. Internet Research: Electronic Networking Applications and Policy 1997, 7(4):252-262.
2. Agresti A. Analysis of Ordinal Categorical Data 1984, John Wiley and Sons, New York.
3. Anderson L.W. Attitude measures. The International Encyclopedia of Education 1994, vol. 1:380-390. Pergamon, Oxford. second ed.
4. Andrich D. A rating formulation for ordered response categories. Psychometrika 1978, 43(4):561-573.
5. Andrich D. A general form of Rasch's extended logistic model for partial credit scoring. Applied Measurement in Education 1988, 1(4):363-378.
6. Andrich D. Models for measurement, precision and the non-dichotomization of graded responses. Psychometrika 1995, 60(1):7-26.
7. Andrich D. Further remarks on the non-dichotomization of graded responses. Psychometrika 1995, 60(1):37-46.
8. Brentari E., Golia S. Measuring job satisfaction in the social service sector with the Rasch model. Journal of Applied Measurement 2008, 9(1):45-56.
9. Bressolles G., Durrieu F., Giraud M. The impact of electronic service quality's dimensions on customer satisfaction and buying impulse. Journal of Customer Behaviour 2007, 6(1):37-56.
10. Brown S.P., Swartz T.A. A gap analysis of professional service quality. Journal of Marketing 1989, 53(2):92-98.
11. Callan R.J., Bowman L. Selecting a hotel and determining salient quality attributes: a preliminary study of mature British travellers. The International Journal of Tourism Research 2000, 2(2):97-118.
12. Chang H.L., Wu S.C. Exploring the vehicle dependence behind mode choice: Evidence of motorcycle dependence in Taipei. Transportation Research Part A 2008, 42(2):307-320.
13. Chang H.H., Wang Y.H., Yang W.Y. The impact of e-service quality, customer satisfaction and loyalty on e-marketing: moderating effect of perceived value. Total Quality Management & Business Excellence 2009, 20(4):423-443.
14. Chen C.-F. Investigating structural relationships between service quality, perceived value, satisfaction and behavioral intentions for air passengers: evidence from Taiwan. Transportation Research Part A: Policy and Practice 2008, 42(4):709-717.
15. Chen C.-F., Kao Y.-L. Relationships between process quality, outcome quality, satisfaction, and behavioural intentions for online travel agencies: evidence from Taiwan. The Service Industries Journal 2009, 1(1):1-12.
16. Cheng Y.H. High-speed rail in Taiwan: new experience and issues for future development. Transport Policy 2010, 17(2):51-63.
17. Choi S., Kimes S.E. Electronic distribution channels' effect on hotel revenue management. The Cornell Hotel and Restaurant Administration Quarterly 2002, 43(3):23-31.
18. Choi K.S., Lee H., Kim C., Lee S. The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age, and types of service. Journal of Services Marketing 2005, 19(3):140-149.
19. Clemson L., Bundy A.C., Cumming R.G., Kay L., Luckett T. Validating the Falls Behavioural (FaB) scale for older people: a Rasch analysis. Disability and Rehabilitation 2008, 30(7):498-506.
20. Collier J.E., Bienstock C.C. Measuring service quality in e-retailing. Journal of Service Research 2006, 8(3):260-275.
21. Connolly D.J., Olsen M.D., Moore R.G. The Internet as a distribution channel. The Cornell Hotel and Restaurant Administration Quarterly 1998, 39(4):42-55.
22. Davis F.D. Perceived usefulness, perceived ease of use and user acceptance of information technology. MIS Quarterly 1989, 13(3):318-339.
23. De Battisti F., Nicolini G., Salini S. The Rasch model to measure service quality. The ICFAI Journal of Service Marketing 2005, 3(3):58-80.
24. De Battisti F., Nicolini G., Salini S. The Rasch model in customer satisfaction survey data. Quality Technology & Quantitative Management 2010, 7(1):15-34.
25. Decruynaere C., Thonnard J.L., Plaghki L. Measure of experimental pain using Rasch analysis. European Journal of Pain 2007, 11(4):469-474.
26. DeLone W., McLean E. Information systems success: the quest for the dependent variable. Information Systems Research 1992, 3(1):60-95.
27. Devaraj S., Fan M., Kohli R. Antecedents of B2C channel satisfaction and preference: validation e-commerce metrics. Information Systems Research 2002, 13(3):316-334.
28. Ekinci Y., Prokopaki P., Cobanoglu C. Service quality in Cretan accommodations: marketing strategies for the UK holiday market. International Journal of Hospitality Management 2003, 22(1):47-66.
29. Eriksson K., Nilsson D. Determinants of the continued use of self-service technology: the case of internet banking. Technovation 2007, 27(4):159-167.
30. Eyres S., Carey A., Gilworth G., Neumann V., Tennant A. Construct validity and reliability of the rivermead post-concussion symptoms questionnaire. Clinical Rehabilitation 2005, 19(8):878-887.
31. Fassnacht M., Koese I. Quality of electronic services: conceptualizing and testing a hierarchical model. Journal of Service Research 2006, 9(1):19-37.
32. Fischer E., Gainer B., Bristor J. The sex of the service provider: does it influence perceptions of service quality. Journal of Retailing 1997, 73(3):361-382.
33. Fischl C., Fisher A.G. Development and Rasch analysis of the assessment of computer-related skills. Scandinavian Journal of Occupational Therapy 2007, 14(2):126-135.
34. Ganesan-Lim C., Russell-Bennett R., Dagger T. The impact of service contact type and demographic characteristics on service quality perceptions. Journal of Services Marketing 2008, 22(7):550-561.
35. Ghanem E., Pawasarat I., Lindsay A., May L., Azzam K., Joshi A., Parvizi J. Limitations of the knee society score in evaluating outcomes following revision total knee arthroplasty. The Journal of Bone & Joint Surgery 2010, 92(14):2445-2451.
36. Gorter J.W., Verschuren O., Riel L.V., Ketelaar M. The relationship between spasticity in young children (18months of age) with cerebral palsy and their gross motor function development. BMC Musculoskeletal Disorders 2009, 10(1):108-116.
37. Gounaris S., Dimitriadis S., Stathakopoulos V. Antecedents of perceived quality in the context of internet retail stores. Journal of Marketing Management 2005, 21(7&8):669-700.
38. Grigoroudis E., Siskos Y. Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality 2010, Springer, New York.
39. Hambleton R.K., Cook L.L. Latent trait models and their use in the analysis of educational test data. Journal of Educational Measurement 1977, 14(2):75-96.
40. Harris L.C., Goode M.M.H. The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing 2004, 80(2):139-158.
41. Hawthorne G., Densley K., Pallant J.F., Mortimer D., Segal L. Deriving utility scores from the SF-36 health instrument using Rasch analysis. Quality of Life Research 2008, 17(9):1183-1193.
42. Hobart J., Lamping D., Fitzpatrick R., Riazi A., Thompson A. The multiple sclerosis impact scale (MSIS-29) - a new patient-based outcome measure. Brain 2001, 124(5):962-973.
43. Hoffman D.L., Novak T. Marketing in hypermedia computer-mediated environments: conceptual foundations. Journal of Marketing 1996, 60(3):50-68.
44. Hong S., Wong E.C. Rasch rating scale modeling of the Korean version of the beck depression inventory. Educational and Psychological Measurement 2005, 65(1):124-139.
45. Hoxmeier, J.A., DiCesare, C., 2000. System response time and user satisfaction: an experimental study of browser-based applications. In: Proceedings of the American Conference on Information Systems, 10-13, August, 2000, pp. 140-145.
46. Hsieh C.M. Income and financial satisfaction among older adults in the United States. Social Indicators Research 2003, 66(3):249-266.
47. Hubbert A.R., Sehorn A.G., Brown S.W. Service expectations: the consumer versus the provider. International Journal of Service Industry Management 1995, 6(1):6-21.
48. Jackson T.R., Draugalis J.R., Slack M.K., Zachry W.M. Validation of authentic performance assessment: a process suited for Rasch modeling. American Journal of Pharmaceutical Education 2002, 66(Fall):233-243.
49. Kook S.H., Varni J.W. Validation of the Korean version of the pediatric quality of life inventory™ 4.0 (PedsQL™) generic core scales in school children and adolescents using the Rasch model. Health and Quality of Life Outcomes 2008, 6(1):41-55.
50. Lamoureux E., Pallant J.F., Pesudovs K., Hassell J.B., Keeffe J.E. The impact of vision impairment questionnaire: an evaluation of its measurement properties using Rasch analysis. Investigative Ophthalmology & Visual Science 2006, 47(11):4732-4741.
51. Landrum H., Prybutok V.R. A service quality and success model for the information service industry. European Journal of Operational Research 2004, 156(3):628-642.
52. Lawson C., Montgomery D.C. Logistic regression analysis of customer satisfaction data. Quality and Reliability Engineering International 2006, 22(8):971-984.
53. Lee G.G., Lin H.F. Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management 2005, 33(2):161-176.
54. Lee Y.W., Strong D.M., Kahn B.K., Wang R.Y. AIMQ: a methodology for information quality assessment. Information & Management 2002, 40(2):133-146.
55. Li Y.N., Tan K.C., Xie M. Measuring web-based service quality. Total Quality Management 2002, 13(5):685-700.
56. Linacre J.M. Detecting multidimensionality: which residual data-type works best?. Journal of Outcome Measure 1998, 2(3):266-283.
57. Linacre J.M. Comparing " Partial Credit" and " Rating Scale" models. Rasch Measurement Transactions 2000, 14(3):768.
58. Linacre J.M. WINSTEPS Rasch Measurement Computer Program 2006, Winsteps.com, Chicago.
59. Liu C., Arnett K.P. Exploring the factors associated with web site success in the context of electronic commerce. Information and Management 2000, 38(1):23-34.
60. Loiacono E.T., Watson R.T., Goodhue D.L. WebQual: an instrument for consumer evaluation of web sites. International Journal of Electronic Commerce 2007, 11(3):51-87.
61. Lubbe B. The effect of Internet apprehension and website satisfaction on air travellers' adoption of an airline's website. Journal of Air Transport Management 2007, 13(2):75-80.
62. Lyons G., Harman R. The UK public transport industry and provision of multi-modal travel information. International Journal of Transport Management 2002, 1(1):1-13.
63. Madu C.N., Madu A.A. Dimension of e-quality. International Journal of Quality & Reliability Management 2002, 19(3):246-258.
64. Masters G.N. A Rasch model for partial credit scoring. Psychometrika 1982, 47(2):149-174.
65. McKinney V., Yoon K., Zahedi F.M. The measurement of web-customer satisfaction: an expectation and disconfirmation approach. Information Systems Research 2002, 13(3):296-315.
66. Merbitz C., Morris J., Grip J.C. Ordinal scales and foundations of misinference. Archives of Physical Medicine and Rehabilitation 1989, 70(4):308-312.
67. Molin E.J.E., Timmermans H.J.P. Traveler expectations and willing-to-pay for Web-enabled public transport information services. Transportation Research Part C 2006, 14(2):57-67.
68. Nah F.F.H. A study on tolerable waiting time: how long are Web users willing to wait?. Behaviour and Information Technology 2004, 23(3):153-163.
69. Nicolini G., Salini S. Customer satisfaction in the airline industry: the case of British airways. Quality and Reliability Engineering International 2006, 22(5):581-589.
70. Oreja-Rodríguez J.R., Yanes-Estévez V. Perceived environmental uncertainty in tourism: a new approach using the Rasch model. Tourism Management 2007, 28(6):1450-1463.
71. Pagani L., Zanarotti M.C. Some uses of Rasch models parameters in customer satisfaction data analysis. Quality Technology & Quantitative Management 2010, 7(1):83-95.
72. Parasuraman A., Zeithaml V.A., Malhotra A. E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research 2005, 7(3):213-233.
73. Penfield R.D., Lam T.C.M. Assessing differential item functioning in performance assessment: review and recommendations. Educational Measurement: Issues and Practice 2000, 19(3):5-15.
74. Peng Z.R., Huang R. Design and development of interactive trip planning for web-based transit information systems. Transportation Research Part C 2000, 8(1-6):409-425.
75. Peterson R.A., Balasubramanian S., Bronnenberg B.J. Exploring the implications of the Internet for consumer marketing. Journal of the Academy of Marketing Science 1997, 25(4):329-346.
76. Pitt L.F., Watson R.T., Kavan C.B. Service quality: a measure of information systems effectiveness. MIS Quarterly 1995, 19(2):173-187.
77. Porter C.E., Donthu N. Using the technology acceptance model to explain how attitudes determine Internet usage: the role of perceived access barriers and demographics. Journal of Business Research 2006, 59(9):999-1007.
78. Potenza M.T., Dorans N.J. Evaluation DIF assessment for polytomously scored items: a framework for classification and evaluation. Applied Psychological Measurement 1995, 19(1):23-37.
79. Raman M., Stephenaus R., Alam N., Kuppusamy M. Information technology in Malaysia: E-service quality and uptake of Internet banking. Journal of Internet Banking and Commerce 2008, 13(2):1-18.
80. Ramp M., Khan F., Misajon R.A., Pallant J.F. Rasch analysis of the multiple sclerosis impact scale (MSIS-29). Health and Quality of Life Outcomes 2009, 7:58-67.
81. Rasch G. Probabilistic Models for Some Intelligence and Attainment Tests 1960, Danish Institute for Educational Research, Copenhagen.
82. Reeve B.B., Hays R.D., Bjorner J.B., Cook K.F., Crane P.K., Teresi J.A., Thissen D., Revicki D.A., Weiss D.J., Hambleton R.K., Liu H., Gershon R., Reise S.P., Lai J.S., Cella D. Psychometric evaluation and calibration of health-related quality of life item banks: plans for the patient-reported outcomes measurement information system (PROMIS). Medical Care 2007, 45(5):22-31.
83. Romano N.C., Fjermestad J. Customer relationship management research: an assessment of research. International Journal of Electronic Commerce 2002, 6(3):61-114.
84. Rose G.M., Lees J., Meuter M.L. A refined view of download time impacts on e-consumer attitudes and patronage intentions toward e-retailers. International Journal on Media Management 2001, 3(2):105-111.
85. Santos J. E-service quality: a model of virtual service quality dimensions. Managing Service Quality 2003, 13(3):233-246.
86. Scott D., Shieff D. Service quality components and group criteria in local government. International Journal of Service Industry Management 1993, 4(4):42-53.
87. Selvidge, P., 2003. Examining tolerance for online delays. Usability News 1 (2), http://psychology.wichita.edu/surl/usabiltynews/51/delaytime.htm.
88. Smith R.M., Schumacker R.E., Bush M.J. Using item mean square to evaluate fit to the Rasch model. Journal of Outcome Measurement 1995, 2(1):66-78.
89. Sohail S.M., Shaikh N.M. Internet banking and quality of service: perspectives from a developing nation in the Middle East. Online Information Review 2008, 32(1):58-72.
90. Spreng R.A., MacKenzie S.B., Olshavsky R.W. A reexamination of the determinants of consumer satisfaction. Journal of Marketing 1996, 60(3):15-32.
91. Su Q., Li Z., Song Y.T., Chen T. Conceptualizing consumers' perceptions of e-commerce quality. International Journal of Retail & Distribution Management 2008, 36(5):360-374.
92. Suh B., Han I. The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce 2003, 7(3):135-161.
93. Szymanski D.M., Hise R.T. E-Satisfaction: an initial examination. Journal of Retailing 2000, 76(3):309-322.
94. Tsai H.T., Huang H.C., Jaw Y.L., Chen W.K. Why online customers remain with a particular e-retailer: an integrative model and empirical evidence. Psychology & Marketing 2006, 23(5):447-464.
95. Tsai W.H., Chou W.C., Lai C.W. An effective evaluation model and improvement analysis for national park websites: a case study of Taiwan. Tourism Management 2010, 31(6):936-952.
96. Vittersø J., Biswas-Diener R., Diener E.D. The divergent meanings of life satisfaction: item response modeling of the satisfaction with life scale in Greenland and Norway. Social Indicators Research 2005, 74(2):327-348.
97. Wei Y., Thompson B., Cook C.C. Scaling users' perceptions of library service quality using item response theory: A LibQUAL+TM study. Portal: Libraries and the Academy 2005, 5(1):93-104.
98. Wright B.D. Reliability and separation. Rasch Measurement Transactions 1996.
99. Wright B.D., Linacre M. Observations are always ordinal; measurements, however, must be interval. Archives of Physical Medicine and Rehabilitation 1989, 71(6):857-860.
100. Wright B.D., Linacre J.M. Combining and splitting of categories. Rasch Measurement Transactions 1992, 6(3):233.
101. Wright B.D., Master G.N. Rating Scale Analysis 1982, MESA press, Chicago.
102. Wright B.D., Mok M.M.C. An overview of the family of Rasch measurement model. Introduction to Rasch Measurement 2004, 1-24. JAM Pr, Maple Grove. E. Smith, R. Smith (Eds.).
103. Yang A.S. Exploring adoption difficulties in mobile banking services. Canadian Journal of Administrative Science 2009, 26(2):136-149.
104. Yang Z., Fang X. Online service quality dimensions and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management 2004, 15(3):302-326.
105. Yang Z., Peterson R., Huang L. Taking the pulse of internet pharmacies. Marketing Health Services 2001, 21(2):4-10.
106. Yao D.Q., Liu J.J. Competitive pricing of mixed retail and e-tail distribution channels. Omega 2005, 33(3):235-247.
107. Yi Y., Gong T. The electronic service quality model: the moderating effect of customer self-efficacy. Psychology & Marketing 2008, 25(7):587-601.
108. Yoon M.G., Yoon D.Y., Yang T.W. Impact of e-business on air travel markets: distribution of airline tickets in Korea. Journal of Air Transportation Management 2006, 12(5):253-260.
109. Zeithaml V.A., Parasuraman A., Malhotra A. A conceptual framework for understanding e-service quality: implications for future research and managerial practice 2000, Working Paper, Marketing Science Institute.
110. Zeithaml V.A., Parasuraman A., Malhotra A. Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science 2002, 30(4):362-375.
111. Zona Research, 2001. The need for Speed II. Zona Market Bulletin 5(April). http://www.keynote.com/downloads/Zona_Need_For_Speed.pdf.