Deploying effective service strategy in the operations stage of high-speed rail

Chou, Jui‐Sheng; Kim, Changwan; Kuo, Yao-Chen; Ou, Nai-Chi

doi:10.1016/j.tre.2010.12.004

Cited by 75 publications

(53 citation statements)

References 51 publications

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“…Customer satisfaction and loyalty are the central constructs of consumer research, as they are an indication of the success of a firm in winning and retaining customers in a competitive market including the transport and logistics sectors (Celik et al, 2013;Chen, 2008;Chou et al, 2011;Ellinger et al, 1999;Ramanathan, 2010;Steven et al, 2012).…”

Section: Satisfaction and Loyaltymentioning

confidence: 99%

Drivers of airline loyalty: Evidence from the business travelers in China

Vlachos

Lin

2014

Transportation Research Part E: Logistics and Transportation Re

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The full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders. Implications for airline managers and recommendations for future research are provided.

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Section: Satisfaction and Loyaltymentioning

confidence: 99%

Drivers of airline loyalty: Evidence from the business travelers in China

Vlachos

Lin

2014

Transportation Research Part E: Logistics and Transportation Re

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“…De Ona, De Ona, Eboli, & Mazzulla, 2015;Cavana, Corbett, & Lo, 2007;Prasad & Shekhar, 2010;Irfan, Kee, & Shahbaz, 2012). Some researchers (Brons, Givoni, & Rietveld, 2009;Rahaman & Rahaman, 2009;Geetika & Shefali, 2010;Chou, Kim, Kuo, & Ou, 2011;Eboli & Mazzulla, 2012) also focussed on examining the relationship between service quality and customer satisfaction. Despite these, the theories, concepts and practices developed in other countries may not necessarily be applicable to Indonesia, specifically Jakarta.…”

Section: Age Segmentation For Predicting Behavioural Intention Of Usimentioning

confidence: 99%

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

Ansory¹,

Safira²

2018

AJBA

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Manuscript type: Research paper. Research aims:This study aims to examine the predictors of passengers' behavioural intention in using railway services. It also attempts to identify whether these predictors differ among consumers of different age groups. Design/ Methodology/ Approach: A survey is conducted to collect data from the passengers using the KA Commuter Line (KRL) Jabodetabek. The 213 respondents are divided into two age segmentations comprising young and old. Data are analysed separately. The proposed model is tested quantitatively through multiple regression analysis and the independent sample t-test. Research findings:The results show that different age groups have different evaluations and they use different determinants for gauging the railway services. Perceived value emerges as an important determinant of customer satisfaction among the younger age group whereas service quality is the determinant for the older age group. Both groups, however, consider corporate image and customer satisfaction as determinants of behavioural intention. Theoretical contributions/ Originality: This paper contributes to existing research on public transportation from a marketing perspective. It extends on previous works by adopting age segmentation to examine passengers' perception, evaluation and behavioural intention of using the railway services in Jakarta.

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“…Givoni and Rietveld (2007) found that the quality and access to a station and personal space on the train have an important effect on the general usage of railways. Chou et al (2011) also utilized a confirmatory passenger behavior model to appraise the quality and performance of high-speed rail services. Their empirical study concludes that the service quality indicators 'access to a station' and 'personal space on a train' need to be addressed as a top priority to improve customer satisfaction and corporate profits (Chou et al 2011).…”

Section: Literature Reviewmentioning

confidence: 99%

A segmentation based analysis for measuring customer satisfaction in maritime transportation

et al. 2015

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Abstract. This study was conducted to profile customers according to the level of satisfaction with the service attributes of maritime public transport provided by Seabus Service Company (SSC), the sole provider of maritime transport in Istanbul. Such analysis needs to be conducted by considering market segments in terms of maritime transportation usage and post purchase behavior. This was accomplished by conducting quantitative research through face-to-face surveys of SSC passengers. According to the results by multivariate data analysis, including factor analysis and cluster analysis, six segments are revealed in terms of customer satisfaction level with the maritime service attributes. Moreover, there are significant differences among the segments in terms of usage frequency (travel frequency in this study), age and education level. Different strategies for different customer segments within the maritime passenger market to increase customer usage and satisfaction of maritime transportation in Istanbul are suggested from the findings. Thus, this paper provides guidelines for the Turkish Maritime Authorities as to how to expand maritime transportation usage in Istanbul, which is not only the largest city and the most crucial trade center of Turkey but also has the highest share of passenger maritime transportation in the country.

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Deploying effective service strategy in the operations stage of high-speed rail

Cited by 75 publications

References 51 publications

Drivers of airline loyalty: Evidence from the business travelers in China

Drivers of airline loyalty: Evidence from the business travelers in China

Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

A segmentation based analysis for measuring customer satisfaction in maritime transportation

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