A Study of Service Quality, Consumer Satisfaction and Behavioral Intention：Case of Taichung Bus Rapid Transit

• Main Authors: Chia-Hsin Chen, 陳嘉欣
• Other Authors: Mei-Hsien Huang
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/5snk42

碩士 === 嶺東科技大學 === 國際企業系碩士班 === 103 === In recent years, one of the major transportation constructions of Taichung city government is Bus Rapid Transit (BRT). The blue line of BRT provides free bus service to Taichung city people currently. This research is aimed to investigate the relationship betweeen BRT’s service quality, customer satisfaction and behavioral intention. The result shows that the BRT service quality has positive effect on consumer satisfaction, especially in tangible service quality and reliability service quality have significant positive impacts on overall consumer satisfaction. Moreover, BRT passengers will take BRT again and the majority of the passengers are willing to recommend others to take BRT. About 75% of the respondents showed that they would like to pay to take BRT in the future; this implied the consumers have strong intention to take BRT.