Browsing by Author "Chen, Yen-Heng"

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Factors influencing the intentions of passengers regarding full service and low cost carriers: A note
(2010-07-01)
Chiou, Yu-Chiun
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Chen, Yen-Heng
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運輸與物流管理系註：原交通所+運管所
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Department of Transportation and Logistics Management
This study investigates discrepancy in factors affecting passengers intensions regarding using full service and low cost carriers A conceptual model, that originally focused on the former, is adopted and slightly revised according to the service properties of low cost carriers To validate the revised model, a questionnaire survey on passengers of Spring Airlines, the first low cost airline in China, was conducted The results indicate differences in attitudes towards full service and low cost carriers. Service perception is a latent variable with the most significant influence on intentions about using full service carriers, but exhibits less effect on intentions regarding low cost operators Conversely, service value exerts the greatest effect on intentions for possible low cost passengers (C) 2009 Elsevier Ltd All rights reserved
Service quality effects on air passenger intentions: a service chain perspective
(2012)
Chiou, Yu-Chiun
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Chen, Yen-Heng
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運輸與物流管理系註：原交通所+運管所
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Department of Transportation and Logistics Management
This study divides entire airline services into eight service stages and uses a second-order confirmatory factor analysis (CFA) to constitute service quality and to examine the causal relationships between two consecutive service stages from a service chain perspective. Two conceptual frameworks - overall framework and service chain framework are proposed. The former incorporates the constructs of service quality, sacrifice, servicescape, service value, satisfaction, switching barriers, and behavioural intentions combined with seven hypothetical causal relationships. The latter depicts seven hypothetical causal relationships between two consecutive service stages. The proposed models are validated by a case study of Spring Airlines, a low-cost carrier (LCC) based in China. The empirical results support all hypotheses except hypothesis 7 that service quality positively impacts behavioural intentions. Notably, test results for the interrelationships between two consecutive service stages suggest that a lack of satisfaction at a specific service stage will affect customer perception of the consequent service stage. Therefore, to improve the service quality for a service stage, the service quality of all upstream service stages must be improved first. This study also found that service quality has a large effect although not direct on behavioural intentions while sacrifice has the smallest effect. A low-fare strategy may not be effective when an airline fails to deliver high-quality service.