An empirical analysis of synthesizing the effects of service quality, perceived value, corporate image and customer satisfaction on behavioral intentions in the transport industry: A case of Taiwan high-speed rail

Innovative Marketing

Volumn 7, Issue 3, 2011, Pages 83-99

  Wu, Jonathan Hung Che ^a   Lin, Yu Chiang ^a   Hsu, Fu Sung ^a  

^a NONE   (Taiwan)

Author keywords

Behavioral intentions; Corporate image; Customer satisfaction; Hierarchical model; Perceived value; Service quality

Indexed keywords

EID: 84883651464     PISSN: 18142427     EISSN: 18166326     Source Type: Journal    
DOI: None     Document Type: Article

References (117)

1. Alexandris, K., Dimitriadis, N. & Markata, D. (2002). Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel section in Greece, Managing Service Quality, 12 (4), pp. 224-232.
2. Anderson, E.W. & Sullivan, M. (1993). The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12 (2), pp. 125-143.
3. Andreassen, T.W. & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise, International Journal of Service Industry Management, 9 (1), pp. 7-23.
4. Armstrong, S.J. & Overton, T.S. (1997). Estimating response bias in mail surveys, Journal of Marketing Research, 14 (3), pp. 396-402.
5. Bagozzi, R.P. (1980). Causal models in marketing, New York, NY: John Wiley.
6. Baker, D.A. & Crompton, J.L. (2000). Quality, satisfaction, behavioral intentions, Annals of Tourism Research, 27 (3), pp. 785-804.
7. Berry, L.L. (1995). Relationship marketing of services: growing interest, emerging perspectives, Journal of the Academy of Marketing Science, 23 (4), pp. 236-245.
8. Berry, L.L. & Parasuraman, A. (1997). Listening to the customer: the concept of a service-quality information system, Sloan Management Review, 38 (3), pp. 65-76.
9. Bloemer, J.M.M. & de Ruyter, K. (1998). On the relationship between store image, store satisfaction, and store loyalty, European Journal of Marketing, 32 (5/6), pp. 499-514.
10. Bloemer, J.M.M., de Ruyter, K. & Pascal, P. (1998). Investigating drivers of loyalty: the complex relationship between image, service quality and satisfaction, International Journal of Bank Marketing, 16 (7), pp. 276-286.
11. Bolton, R.N. & Drew, J.H. (1991). A multistage model of customers’ assessment of service quality and value, Journal of Consumer Research, 17 (4), pp. 375-384.
12. Booms, B.H. & Bitner, M.J. (1981). Marketing services by managing the environment, Cornell Hotel and Restaurant Administration Quarterly, 23 (5), pp. 35-39.
13. Brady, M.K. & Cronin, J.J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65 (3), pp. 34-49.
14. Bruhn, M. Georgi, D. & Hadwich, K. (2008). Customer equity management as formative second-order construct, Journal of Business Research, 61 (12), pp. 1292-1301.
15. Buttle, F. (1996). SERVQUAL: review, critique, research agenda, European Journal of Marketing, 30 (1), pp. 8-35.
16. Carman, J.M. (2000). Patient perceptions of service quality: combining the dimensions, Journal of Services Marketing, 14 (4), pp. 57-65.
17. Caro, L.M. & Roemer, E. (2006). Developing a multi-dimensional and hierarchical service quality model for the travel and tourism industry, Paper No. 06/18. Bradford, UK: Bradford University.
18. Caro, L.M. & García, J.A.M. (2007). Measuring perceived service quality in urgent transport service, Journal of Retailing and Consumer Services, 14(1), pp. 60-72.
19. Caro, L.M. & García, J.A.M. (2008). Developing a multi-dimensional and hierarchical service quality model for the travel agency industry, Tourism Management, 29 (4), pp. 706-720.
20. Cavana, R.Y., Corbett, L.M. & Lo, Y.L.G. (2007). Developing zones of tolerance for managing passenger rail service quality, International Journal of Quality and Reliability Management, 24 (1), pp. 7-31.
21. Caruana, A., Money, A.H. & Berthon, P.R. (2000). Service quality and satisfaction: The moderating role of value, European Journal of Marketing, 34 (11/12), pp. 1338-1353.
22. Chan, T., Fielt, E., Gable, G. & Stark, K. (2010). Business service management, Retrieved October 26, 2010, from http://www.smartservicesrc.com.au/PDF/Business_Service_Management_Volume%202_May2010.pdf
23. Chen, C.F. (2007). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists, Proceedings of the 13th Asia Pacific Management Conference, pp. 1130-1136.
24. Chen, C.F. (2008). 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, 42 (4), pp. 709-717.
25. Chen, C.F. & Tsai, D.C. (2007). How destination image and evaluative factors affect behavioral intentions? Tourism Management, 28 (4), pp. 1115-1122.
26. Chen, M. (2004). Romance of rail jeopardizes domestic air routes. Retrieved February 21, 2010, from http://www.taiwantoday.tw/ct.asp?xItem= 45023&CtNode=429.
27. Chou, J.S. & Kim, C.W. (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high-speed rail: an empirical study of Taiwan and Korea, Expert Systems with Applications: An International Journal, 36 (3), pp. 6945-6955.
28. Chou, J.S., Kim, C.W., Kuo, Y.C. & Ou, N.C. (2011). Deploying effective service strategy in the operations stage of high-speed rail, Transportation Research Part E: Logistics and Transportation Review, 47 (4), pp. 507-519.
29. Churchill, G.A. (1979). A paradigm for developing better measures of marketing constructs, Journal of Marketing Research, 16 (1), pp. 64-73.
30. Churchill, G.A. & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction, Journal of Marketing Research, 19 (4), pp. 491-504.
31. Clemes, M.D., Gan, C.E.C. & Kao, T.H. (2007). University student satisfaction: an empirical analysis, Journal of Marketing for Higher Education, 17 (2), pp. 292-325.
32. Clemes, M.D., Gan, C.E.C. Kao, T. H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel, Innovative Marketing, 4 (1), pp. 49-62.
33. Clemes, M.D., Gan, C. & Ren, M. (2010). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: an empirical analysis, Journal of Hospitality and Tourism Research, November, pp. 1-39.
34. Clemes, M.D., Gan, C. & Zhang, D. (2010). Customer switching behavior in the Chinese retail banking industry, International Journal of Bank Marketing, 8 (7), pp. 519-546.
35. Clemes, M.D., Ozanne, L.K. & Laurensen, W.L. (2001). Patients’ perceptions of service quality dimension: an empirical examination of health care in New Zealand, Health Marketing Quarterly, 19 (1), pp. 3-22.
36. Clemes, M.D., Wu, J.H.C., Hu, B.D. & Gan, C. (2009). An empirical study of behavioral intentions in the Taiwan hotel industry, Innovative Marketing, 5 (3), pp. 30-50.
37. Coltman, T., Devinney, T.M., Midgley, D.F. & Venaik, S. (2008). Formative versus reflective measurement models: two applications of formative measurement, Journal of Business Research, 61 (12), pp. 1250-1262.
38. Connor, D. & Davidson, J. (1997). Marketing your consulting and professional services, New York, NY: John Wiley and Sons.
39. Cox, K.K., Higginbotham, J.B. & Burton, J. (1976). Applications of focus group interviews in marketing, Journal of Marketing, 40 (1), pp. 77-80.
40. Cronin, J.J., Brady, M.K. & Hult, G.T.M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments, Journal of Retailing, 76 (2), pp. 193-218.
41. Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension, Journal of Marketing, 56 (3), pp. 55-68.
42. da Costa, M.C., Deliza, R., Rosenthal, A., Hedderley, D. & Frewer, L. (2000). Non-conventional technologies and impact on consumer behavior, Trends in Food Science and Technology, 11 (4/5), pp. 188-193.
43. Dabholkar, P.A., Shepherd, D.C. & Thorpe, D.I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study, Journal of Retailing, 16 (2), pp. 139-173.
44. Dabholkar, P.A., Thorpe, D.I. & Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation, Journal of the Academy of Marketing Science, 24 (1), pp. 3-16.
45. Dagger, T.S., Sweeney, J.C. & Johnson, L.W. (2007). A hierarchical model of health service quality: scale development and investigation of an integrated model, Journal of Service Research, 10 (2), pp. 123-142.
46. Diamantopoulos, A. (2006). The error term in formative measurement models: Interpretation and modeling implications, Journal of Modeling in Management, 1 (1), pp. 1-17.
47. Diamantopoulos, A. & Winklhofer, H.M. (2001). Index construction with formative indicators: an alternative to scale development, Journal of Marketing Research, 38 (2), pp. 269-277.
48. Dick, A. & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework, Journal of Academy of Marketing Science, 22 (2), pp. 99-113.
49. Duman, T. & Mattila, A.S. (2005). The role of affective factors on perceived cruise vacation value, Tourism Management, 26 (3), pp. 311-323.
50. Edmunds, H. (1999). The focus group research handbook, Lincolnwood, IL: NTC Business Books.
51. Fassnacht, M. & Koese, I. (2006). Quality of electronic services: conceptualizing and testing a hierarchical model, Journal of Service Research, 9 (1), pp. 19-37.
52. Fishbein, M. & Ajzen, I. (1975). Belief, attitude, intention, and behavior: an introducing to theory and research, Reading, MA: Addison-Wesley.
53. Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 56 (1), pp. 6-21.
54. Gallarza, M.G. & Saura, I.G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behavior, Tourism Management, 27 (3), pp. 437-452.
55. Garson, G.D. (2007). Statnotes: Topics in multivariate analysis, Retrieved December 10, 2010, from http://faculty.chass.ncsu.edu/garson/PA765/statnote.htm.
56. Gil, I., Berenguer, G. & Cervera, A. (2008). The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships, Industrial Marketing Management, 37 (8), pp. 921-939.
57. Gotlieb, J.B., Grewal, D. & Brown, S.W. (1994). Consumer satisfaction and perceived quality: complementary or divergent constructs? Journal of Applied Psychology, 79 (6), pp. 875-885.
58. Gu, H., & Ryan, C. (2008). Chinese clientele at Chinese hotels: preferences and satisfaction, International Journal of Hospitality Management, 27 (3), pp. 337-345.
59. Gummesson, E. & Grönroos, C. (1988). Quality of services: lessons from the product sector, In C. Surprenant (ed). Add value to your service, Chicago, IL: American Marketing Association.
60. Ha, H.Y. (2006). An integrative model of consumer satisfaction in the context of e-services, International Journal of Consumer Studies, 30 (2), pp. 137-149.
61. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. & Schlesinger, L.A. (1994). Putting the service: profit chain to work, Harvard Business Review, 72 (2), pp. 164-172.
62. Höck, M. & Ringle, C.M. (2006). Strategic networks in the software industry: an empirical analysis of the value continuum, IFSAM VIIIth World Congress, Berlin, Germany.
63. Hsiao, C.H. & Yang, C. (2010). Predicting the travel intention to take high speed rail among college students, Transportation Research Part F: Traffic Psychology and Behavior, 13 (4), pp. 277-287.
64. Hsu, S.H., Chen, W.H. & Hsueh, J.T. (2006). Application of customer satisfaction study to derive customer knowledge, Total Quality Management and Business Excellence, 17 (4), pp. 439-454.
65. Hu, H.H.S., Kandampully, J. & Juwaheer, T.D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study, The Service Industries Journal, 29 (2), pp. 111-125.
66. Jarvis, C.B., MacKenzie, S.B. & Podsakoff, P.M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research, Journal of Consumer Research, 30 (2), pp. 199-218.
67. Jen, W. & Hu, K.C. (2003). Application of perceived value model to identify factors affecting passengers’ repurchase intentions on city bus: a case of the Taipei metropolitan area, Transportation, 30 (3), pp. 307-327.
68. Johnson, M.D. & Fornell, C.A. (1991). A framework for comparing customer satisfaction across individuals and product categories, Journal of Economic Psychology, 12 (2), pp. 267-286.
69. Kang, G.D. (2006). The hierarchical structure of service quality: integration of technical and functional quality, Managing Service Quality, 16 (1), pp. 37-50.
70. Kang, S.S., Okamoto, N. & Donovan, H.A. (2004). Service quality and its effect on customer satisfaction and customer behavioral intentions: hotel and Ryokan guests in Japan, Asia Pacific Journal of Tourism Research, 9 (2), pp. 189-202.
71. Keller, K.L. (1993). Conceptualizing, measuring, and managing consumer-based brand equity, Journal of Marketing, 57 (1), pp. 1-22.
72. Kivela, J., Inbakaran, R. & Reece, J. (1999). Consumer research in the restaurant environment, part II: research design and analytical methods. International, Journal of Contemporary Hospitality Management, 11 (6), pp. 269-286.
73. Ko, Y.J. & Pastore, D.L. (2005). A hierarchical model of service quality for the recreational sport industry, Sport Marketing Quarterly, 14 (2), pp. 84-97.
74. Krueger, R.A. (1998). Focus groups: A practical guide for applied research, Newbury Park, CA: Sage.
75. Kuo, Y.F., Wu, C.M. & Deng, W.J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services, Computers in Human Behavior, 25 (4), pp. 887-896.
76. Lam, T. & Hsu, C. (2006). Predicting behavioral intention of choosing a travel destination, Tourism Management, 27 (4), pp. 589-599.
77. Lin, W.B. (2007). The exploration of customer satisfaction model from a comprehensive perspective, Expert Systems with Applications, 33 (1), pp. 110-121.
78. Liou, D.Y. (2009). When trains fly: market response to high-speed rail service operations between Taiwan and Japan, Yu Da Academic Journal, 21, pp. 17-42.
79. Liu, C.H. & Liao, S.K. (2010). An empirical study of factors affecting customer loyalty: Taiwan high-speed rail service industry as an example, International Journal of Services Operations and Informatics, 5 (2), pp. 130-157.
80. Lockyer, T. (2002). Business guests’ accommodation selection: the view from both sides, International Journal of Contemporary Hospitality Management, 14 (6), pp. 294-300.
81. Lockyer, T. (2003). Hotel cleanliness: how do guests view it? Let us get specific, A New Zealand study, International Journal of Hospitality Management, 22 (3), pp. 297-305.
82. Lu, Y., Zhang, L. & Wang, B. (2009). A multi-dimensional and hierarchical model of mobile service quality, Electronic Commerce Research and Applications, 8 (5), pp. 228-240.
83. McDougall, G.H.G. & Levesque, T.J. (1994). A revised view of service quality dimension: an empirical investigation, Journal of Professional Service Marketing, 11 (1), pp. 189-209.
84. Mendenhall, W., Beaver, J.E. & Beaver, R.J. (1993). Statistics for business and economics (7th ed.), Upper Saddle River, NJ: Prentice-Hall.
85. Nadiri, H., Hussain, K., Ekiz, E.H. & Erdogam, S. (2008). An investigation on the factors influencing passengers’ loyalty in the north Cyprus national airline, TQM Journal, 20 (3), pp. 265-280.
86. Nakagawa, D. & Hatoko, M. (2007). Re-evaluation of Japanese high-speed rail construction: recent situation of the north corridor Shinkansen and its way to completion, Transport Policy, 14 (2), pp. 150-164.
87. Nguyen, N. & LeBlanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: an investigation in financial services, International Journal of Bank Marketing, 16 (2), pp. 52-65.
88. Omachonu V., Johnson W.C. & Onyeaso G. (2008). An empirical test of the drivers of overall customer satisfaction: evidence from multivariate granger causality, Journal of Services Marketing, 22 (6), pp. 434-444.
89. Oyewole, P., Sankaran, M. & Choudhury, P. (2007). Marketing airline services in Malaysia: a consumer satisfaction orientation approach, Innovative Marketing, 3 (1), pp. 56-70.
90. Pantouvakis, A. & Lymperopoulos, K. (2008). Customer satisfaction and loyalty in the eyes of new and repeat customers: evidence from the transport sector, Managing Service Quality, 18 (6), pp. 623-643.
91. Parasuraman, A. & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda, Journal of the Academy of Marketing Science, 28 (1), pp. 168-174.
92. Parasuraman, A. Zeithaml, V.A. & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality, Journal of Service Research, 7 (3), pp. 213-233.
93. Park, J.W. (2007). Passenger perceptions of service quality: Korean and Australian case studies, Journal of Air Transport Management, 13 (4), pp. 238-242.
94. Park, J.W., Robertson, R. & Wu, C.L. (2004). The effect of airline service quality on passengers’ behavioral intentions: A Korean case study, Journal of Air Transport Management, 10 (6), pp. 435-439.
95. Park, J.W., Robertson, R. & Wu, C.L. (2006a). Modeling the impact of airline service quality and marketing variables on passengers’ future behavioral intentions, Transportation Planning and Technology, 29 (5), pp. 359-381.
96. Park, J.W., Robertson, R. & Wu, C.L. (2006b). The effects of individual dimensions of airline service quality: findings from Australian domestic air passengers, Journal of Hospitality and Tourism Management, 113 (2), pp. 161-176.
97. Patterson, P.G. & Spreng, R.A. (1997). Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination, International Journal of Service Industry Management, 8 (5), pp. 414-434.
98. Pina, J.M., Martinez, E., de Chernatony, L. & Drury, S. (2006). The effect of service brand extensions on corporate image: an empirical model, European Journal of Marketing, 40 (1/2), pp. 174-197.
99. Powpaka, S. (1996). The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation, Journal of Services Marketing, 10 (2), pp. 5-25.
100. Pruyn, A.T.H. & Smidts, A. (1998). Effects of waiting on the satisfaction with the service: beyond objective time measures, International Journal of Research in Marketing, 15 (4), pp. 321-334.
101. Quinn, B.A. (2007). Adapting service quality concepts to academic libraries, Journal of Academic Librarianship, 23 (5), pp. 359-369.
102. Ravald, A. & Grönroos, C. (1996). The value concept and relationship marketing, European Journal of Marketing, 30 (2), pp. 19-30.
103. Roest, H. & Pieters, R. (1997). The nomological net of perceived service quality, International Journal of Service Industry Management, 8 (4), pp. 336-351.
104. Rossiter, J.R. (2002). The C-OAR-SE procedure for scale development in marketing, International Journal of Research in Marketing, 19 (4), pp. 305-335.
105. Rust, R.T. & Oliver, R.L. (1994). Service quality: insights and managerial implications from the frontier, In R.T. Rust et al. (eds). Service quality: New directions in theory and practice. Thousand Oaks, CA: Sage, 1-19.
106. Shonk, D.J. (2006). Perceptions of service quality, satisfaction and the Intent to return among tourists attending a sporting event, Unpublished doctoral dissertation, Ohio State University, Columbus.
107. Swanson, S.R. & Kelley, S.W. (2001). Attributions and outcomes of the service recovery process, Journal of Marketing Theory and Practice, 9 (4), pp. 50-65.
108. Sweeney, J.C., Soutar, G.N. & Johnson, L.W. (1997). Retail service quality and perceived value: a comparison of two models, Journal of Retailing and Consumer Services, 4 (1), pp. 39-48.
109. Taiwan High-Speed Rail Consortium (2007). Taiwan high-speed rail line network, Taiwan Retrieved February 21, 2010, from http://www.railway-technology.com/projects/taiwan.
110. Teas, R.K. (1993). Consumer expectations and the measurement of perceived service quality, Journal of Professional Services Marketing, 8 (2), pp. 33-54.
111. Treacy, M. & Wiersema, F. (1993). Customer intimacy and other value disciplines, Harvard Business Review, 71 (1), pp. 84-93.
112. van Dyke, T.P., Kappelman, L.A. & Prybutok, V.R. (1997). Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire, MIS Quarterly, 21 (2), pp. 195-208.
113. Wang, Y., Chen, R. & Zhao, P. (2007). The determinants of customer satisfaction after service failure and recovery, Proceedings of Service Systems and Service Management, 2007 International Conference, Tsing-Hua University, China.
114. World of Technology (2008). Spider webs in space, Retrieved February 21, 2010, from http:/mytechnologyworld9.blogspot.com/2008_11_01_archive.html.
115. Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence, Journal of Marketing, 52 (3), pp. 2-22.
116. Zeithaml, V.A., Parasuraman, A. & Berry, L.L. (1985). Problems and strategies in services marketing, Journal of Marketing, 49 (2), pp. 33-46.
117. Zhang, D.Y. & Huang, Z.D. (2000). An empirical study of the determinants of the waiting service quality: the case of the service of railway stations, Sun Yet-Sen Management Review, 8 (1), pp. 123-151.