Effects of Perceived Service Convenience of High-speed Railway Passengers on Passenger Satisfaction and Loyalty

被引：0
|
作者：
Li Q. [1 ,2 ]
机构：
[1] Transportation and Economics Research Institute, China Academy of Railway Sciences Corporation Limited, Beijing
[2] Beijing-shanghai High Speed Railway Co., Ltd., Beijing
来源：
Tiedao Xuebao/Journal of the China Railway Society | 2021年 / 43卷 / 06期
关键词：
High-speed railway; Passenger loyalty; Passenger satisfaction; Passenger service; Perceived service convenience;
D O I：
10.3969/j.issn.1001-8360.2021.06.001
中图分类号：
学科分类号：
摘要：
Service convenience is an important factor determining passengers' choice of high-speed railway for travel. This study defined five key dimensions of high-speed railway passengers' perceived service convenience, including decision-making convenience, access convenience, trip benefit convenience, transaction convenience and post-benefit convenience and built a measurement model of perceived convenience. With a survey of high-speed railway passengers and structural equation modeling analysis, this study examined the differentiated influence mechanism of various dimensions of perceived convenience on passenger satisfaction and loyalty. The study finds that passengers' perceived service convenience can increase passenger loyalty through enhancing passenger satisfaction in general. Passenger satisfaction is an important intermediary mechanism of perceived convenience that influences passenger loyalty. Specifically, passenger satisfaction can fully mediate the effects of access convenience and post-benefit convenience on passenger loyalty, whereas it partially mediates the effect of transaction convenience on passenger loyalty. However, passenger satisfaction cannot mediate the effects of decision-making convenience and trip benefit convenience on passenger loyalty. This study closes with a discussion about managerial suggestions on passenger perceived service convenience. © 2021, Department of Journal of the China Railway Society. All right reserved.
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页码：1 / 7
页数：6
相关论文
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