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The asymmetric effects of service quality on passengers' choice of carriers for international air travel |
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| Authors: | Rong‐Chang Jou Soi‐Hoi Lam Chung‐Wei Kuo Chih‐Ching Chen |
| Institution: | 1. Rong‐Chang Jou, Department of Civil Engineering, National Chi Nan International University, Taiwan;2. Soi‐Hoi Lam, School of Civil and Environmental Engineering, Nanyang Technological University, Singapore;3. Chung‐Wei Kuo, Department of Civil Engineering, National Taiwan University, Taiwan;4. Chih‐Ching Chen, Department of International Business, Mingsin University of Science and Technology, Taiwan |
| Abstract: | The asymmetric effects of service quality on international travelers' airline choice behavior were investigated in this paper. The linear structural equation modeling system was first applied to quantify passengers' perceptions of service quality provided by airlines, which were then used as the input variables of the asymmetric response model developed to capture international travelers' airline decision. Their asymmetric responses to various service quality of airlines were assumed to be either gains or losses with respect to their reference points. The results showed that the asymmetric response model performs better than the traditional logit models that capture only symmetrical effects. |
| Keywords: | Service quality linear structural relations model asymmetric response model reference point logit model |