A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea

Elucidating how service quality constructs influence resident satisfaction with condominium management

“…It is generally recognized that customer satisfaction depends on the quality of the product (or service) offered (Anderson & Sullivan, 1993). Thus, service quality and satisfaction are highly correlated and service quality is an antecedent of customer satisfaction (Anderson & Fornell, 2000;Chou & Kim, 2009;Churchill, 1982;Liu & Zhao, 2005;Olsen, 2002). Parasuraman et al (1985) (PZB), described an exploratory study of the potential constructs of perceived service quality and identified ten potential overlapping constructs of perceived service quality (Parasuraman et al, 1985).…”

“…Service quality is a significant antecedent of customer satisfaction, and strongly influences profitability, productivity, market share, return on investment and cost reduction (Anderson & Fornell, 2000;Chen, 2008;Fornell, Johnson, Anderson, Cha, & Bryant, 1996;Lai, Griffin, & Babin, 2009;Lin, 2007;Liu & Zhao, 2005;Oliver, 1997;Olsen, 2002;Park et al, 2006;Wen, Lan, & Cheng, 2005). Improved service quality can increase customer satisfaction, reduce customer complaints and enhance customer loyalty (Chou & Kim, 2009). That is, continuously improving service quality is important in strengthening the competence of the national condominium management service business, as well as enhancing the competence of condominium management companies.…”

A New Market Segmentation Approach: Evidence from Two Canadian Cities

“…In the long term, transit agencies should focus on improving the common negative cultural image that is often attributed to transit (Schweitzer 2014). Transit's cultural stigma can be changed by the implementation of policies that promote the service as being more comfortable and more efficient than using a private motorized vehicle (Chou and Kim 2009;Chou et al 2014;Lee et al 2009). Individual attitudes and preconceived ideas about public transit can be improved through policies that promote the aspects of transit that are unique to the service such as the ability for commuters to save time by working, reading, using the internet, or relaxing while they travel (Cain et al 2009).…”

Public Transit Loyalty Modeling Considering the Effect of Passengers’ Emotional Value: A Case Study in Xiamen, China

“…Although the satisfaction is usually treated as a variable affecting the loyalty directly and significantly, the latter one seems to be more complex since the long-term accumulation of personal emotions/attitudes plays an important role in its development progress. The methodology of customer loyalty and also the assessment of perceived service quality have been widely applied in the area of public transportation [3,[5][6][7][8][9][10][11][12]. In this context, the relationship between passengers' perceived value of bus services, the level of satisfaction, and the loyalty has recently received much attention, since understanding what affects the public transit loyalty can be used to develop targeted approaches to retain existing passengers and increase the ridership [11].…”

“…However, there still seems to be no standardized or even common way to assess the loyalty. Chou and Kim [5] adopted a structural equation model (SEM) to examine the relationship between corporate image, quality of bus services, complaints, satisfaction, and loyalty through an empirical test by using the data harvested from Taiwan and South Korea. The typical characteristics of loyal passengers were defined as repeat patronage, willingness of recommending to others, and high price tolerance.…”