Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services

Abstract

Since the Taiwan High Speed Rail operations, Taiwan's transportation market entered into a new era. Because of its competitive service of speed, convenience, environmental concerns and comfort, the High Speed Rail has not only made significant changes but has played a significant role in Taiwan's transportation. However, Taiwan now is an aging society. Due to the physical constraints among the elderly, demands to redesign the traffic system and maintain transportation safety are essential considerations. In the current market, Taiwan's transportation construction is facing fewer barriers; however, it must still improve, especially considering the health of the elderly. Thus, this study investigates elderly passengers' demands and further examined the relationships among service quality, corporate image, customer satisfaction, and behavioral intention. According to empirical analytical results based on structural equation modeling (N = 341), satisfaction directly affected travel behaviors, while service quality and corporate image played indirect roles. In addition, service quality plays a significant role on the effect of satisfaction. This study provides empirical evidence to indicate the quality of the accessible environment affects not only the effectiveness and efficiency of service quality, but also, the corporate image. The results provide valuable references for critically managing the elderly's usage of the high speed rail transportation service.Generally speaking, positive behavior intention leads to higher levels of customer loyalty. Customer loyalty is an antecedent of long-term validity (e.g., profitability and competitive advantage) and perpetual operation for a company. Regarding the scale of behavioral intention, the intention of repeat purchasing was the most widely adopted index. In 1994, Heskett et al. proposed a service profit chain framework 515 SERVICES FOR THE ELDERLY

The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable

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