Summary: | 碩士 === 中國文化大學 === 觀光休閒事業管理研究所 === 98 === The research is aimed at exploring the relationship among service quality, consuming satisfaction and behavior tendency perceived by the outbound passengers as using Taipei MRT system to reach Taipei Songshan Airport. The survey data was collected from 330 valid self-reported questionnaires and analyzed by the packages of SPSS 12.0 and LISREL 8.54. The result shows that most of the passengers are repeated users of MRT and travel is the main motivation for this ride to the airport. Generally, the passengers express ‘agree to very agree’ to the connection of MRT and the Airport. To service quality, they evaluate the ‘physical facilities’ as the best quality but the ‘operation stability’ as the least one. Also, they are most satisfied with the ‘environment & equipment’ but least with ‘in-carriage equipments’. They are tended, as a result, to recommend or reuse this connect system. In addition, there are significant differences found between these three variables and personal characteristics, such as age, travel motivation, using frequencies, etc. The variables are seen positively interrelated as well. Moreover, the service quality and consuming satisfaction are found significantly predicting behavior tendency. This is further confirmed by SEM (structural equation modeling) which demonstrates a causal relationship that service quality has the effect on behavior tendency through consuming satisfaction. The findings insert to suggest that the good service quality does influence passenger satisfaction and their positive tendency.
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