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This study introduces the concept of loss aversion to consumer behavioral intention at the personal psychological level to
develop an integrative structural equation model for analyzing traveler psychological decision making. In this model, the
relationship between behavioral intention and service quality is a non-smooth function based on the theory of loss aversion.
The expectation service quality in the SERVQUAL model proposed by Parasuraman, Zeithaml, and Berry (PZB) serves as a reference
point. This model can be applied to analyze the effect of non-smooth response of behavioral intention to service quality in
a traveler psychological decision-making process model. Intercity travel among cities in Taiwan is used as an empirical example.
Data were gathered in cities in Taiwan via a questionnaire survey, and the model was tested using path analysis performed
by LISREL. The empirical result shows that all causal relationships are statistically significant. Service quality loss influences
repurchase intention more than does Service quality gain. Finally, this study concludes by discussing managerial implications
and suggesting directions for future research.
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Jiun-Hung LinEmail: |
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针对目前旅客服务质量的管理现状,提出以SERVQUAL评价模型为基础,以每列客车为单位进行列车旅客评价的管理方法。分为问卷调查、数据整理、建立模型和综合评价四部分,据此计算得出数据结果,有针对性地给出初步管理意见,避免对每列客车检查而产生人员浪费,提高客运管理效率。 相似文献
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差距理论在高职教育服务质量测评中的应用 总被引:9,自引:0,他引:9
应用差距理论PZB中的SERVQUAL标尺,以问卷调查的方式对我院的教育服务质量进行了调查,测定了高职学生对我院的教育服务期望与感知的差异数值,并应用SPSS11.0软件对学生期望与感知的缺口分布和差异数值进行了因素分析。对如何提高高职教育服务质量,提高高职学生的满意感提出了相应策略和措施。 相似文献
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在介绍SERVQUAL评价模型的基础上,对出租车客运服务的特点进行分析,提出了应用SERVQUAL模型进行出租车客运服务质量评价的步骤和方法。实例通过对武汉市出租车客运服务的调查数据进行分析评价,得到评价结果并验证模型的适用性,并以此为依据提出提高出租车客运服务质量的对策。 相似文献
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