Effects of service quality, customer satisfaction and switching barriers on passenger behavioral intentions in scheduled coach service

Abstract

Previous studies only considered the effects of service sacrifice and service value on consumer behavioral intentions, and lack an understanding of the effects of service quality, customer satisfaction and switching barriers. This study attempts to consider all the above-mentioned constructs and further explain passenger behavioral intentions. Linear Structural Relations (LISREL) was employed to test the proposed model and hypotheses. The research subjects were passengers of four companies on the Taipei-Tainan and Taichung-Kaohsiung routes. The survey questionnaires were handed out randomly in the company waiting rooms and passengers were asked to mail the completed questionnaires back to us. According to the analytical results, although the effect of interpersonal relationships of switching barriers on passenger behavioral intentions was not statistically significant, the other hypotheses were verified. This study also provided suggestions for improving the management of scheduled coach service carriers.