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Study on the Effect of Service Quality on Customer Satisfaction and Revisit Intent in the Urban Railway
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 Title & Authors
Study on the Effect of Service Quality on Customer Satisfaction and Revisit Intent in the Urban Railway
KIM, Heung Chul;
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The purpose of this study is to analyze the correlation and the causal relation between the service quality, customer satisfaction and revisit intent of an urban railway. A structural equation model(SEM) was developed and analyzed using SPSS 21.0 and AMOS 21.0. The results showed that it satisfies the fitness of the model mostly: the reliability, convenience, safety of the service quality have a significant positive impact on the customer satisfaction (p<.05) and the tangibles(-.187) and responsiveness(-.103) have no impact on the customer satisfaction (p>.05.). The customer satisfaction has a significant positive impact on revisit intention (p<.001). The factors affecting the service quality and customers` satisfaction were found to be ranked as the order of reliability, convenience, safety, responsiveness, tangibility based on the high priority. The findings of this study will contribute to provide a practical tool to establish a mid-long term management plan and management strategies for boosting the customer satisfaction and creating revenue through the customized service of urban railway operating industry suffering chronic deficit.
customer satisfaction;revisit intent;service quality;urban railway;structural equation model(SEM);
 Cited by
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