Structural interrelationships of group service quality, customer satisfaction, and behavioral intention for bus passengers

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題名:	Structural interrelationships of group service quality, customer satisfaction, and behavioral intention for bus passengers
作者:	陳惠國;Chen, Huey-Kuo
貢獻者:	工學院土木工程學系
關鍵詞:	Behavioral intentions;bus services;Buses (vehicles);Customer satisfaction;group-level service quality;hierarchical linear modeling (HLM);Jurisdiction;Mediation;Passengers;Quality;Sustainability;Transportation
日期:	2016-05-27
上傳時間:	2026-04-21 14:04:44 (UTC+8)
出版者:	Taylor and Francis Ltd.;Taylor & Francis
摘要:	摘要： This study investigates the interrelationships of group-level service quality (GSQ), customer satisfaction (CS), and behavioral intentions (BI) for bus passengers in Taiwan through a hierarchical linear modeling (HLM) technique. Using the data in 1401 questionnaires collected from 35 jurisdictions in Taiwan, the results show that the proposed HLM model has a high degree of goodness of fit. In addition, both GSQ and CS can positively influence the bus passengers' BI. While CS mediates the effects of GSQ on BI, the positive influence of CS on BI can be negatively moderated by GSQ, i.e., moderated mediation effect. Discussion and suggestions are given in the end; the results have implications for allocating limited resources among different jurisdictions in Taiwan, i.e., retaining existing and possibly increasing new bus passengers. 出版者： Taylor & Francis 出版日期： 2016-05-27 出處： International journal of sustainable transportation, 2016-05, Vol.10 (5), p.418-429 版權： 2016 Taylor & Francis Group, LLC 2016 識別號： ISSN: 1556-8318 識別號： EISSN: 1556-8334 識別號： DOI: 10.1080/15568318.2014.965372
顯示於類別:	[土木工程學系 ] 期刊論文

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