Perceived Scrifice, Service Quality study of Taiwan Railways and Taiwan High Speed Rail

• Main Authors: Yen-Chen Chen, 陳彥臻
• Other Authors: Chin-Hung Liu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/28981657564806914232

碩士 === 國立勤益科技大學 === 企業管理系 === 99 === With competition of public transportation, the Taiwan Railway and Taiwan High Speed Rail companies have constantly changed business strategies with the discount fares to attract passengers. Moreover, the public transportation should focus on strengthening service quality to enhance their competitive advantage in the public transportation. It is current concern issues in the Taiwan Railway and Taiwan High Speed Rail companies. The Taiwan Railway and Taiwan High Speed Rail companies have to provide better service quality and reduce perceived service sacrifice in order to promote the perceived values of the passengers .This study focuses on the correlations and effects among perceived sacrifice, service quality, perceived value, customer satisfaction, and customer loyalty. The subjects of this study were passengers who had taken Taiwan Railway and Taiwan High Speed Rail. The questionnaires were used to survey them. The collected date were analyzed by using statistical methods. The results of this study show that (1) there are significantly positive correlations among service quality, perceived value, customer satisfaction, customer loyalty in Taiwan Railway and Taiwan High Speed Rail；(2) Service quality has a significantly direct effect on perceived value, and perceived value has a significantly direct effect on customer satisfaction and customer loyalty. Customer satisfaction has a significantly direct effect on customer loyalty. (3) The demographic variable of the passengers in Taiwan Railway such as education has a significantly different perception on perceived sacrifice. On the other hand, the demographic variables of the passengers in Taiwan High Speed Rail such as age, education, profession, average monthly income and location of residence also have significantly different perceptions on customer loyalty.