An empirical study of factors affecting customer loyalty – Taiwan high-speed rail service industry as an example
by Chin-Hung Liu, Shih-Kai Liao
International Journal of Services Operations and Informatics (IJSOI), Vol. 5, No. 2, 2010

Abstract: Since opening in January 2007, High-Speed Rail (HSR) service has gradually gained its competitive advantage in inter-city transportations along western Taiwan. Therefore, this study is aimed to explore the effects among Taiwan High-Speed Rail (THSR) Corporation's service quality, complaint handling, customer satisfaction and customer loyalty. The subjects of this study are passengers of THSR Corporation. A questionnaire is administered to collect research data, and statistic analyses are further conducted to find out the current operations of THSR Corporation and verify the relationships and effects among the proposed factors. The research results reveal that service quality, complaint handling and total customer satisfaction would significantly and positively influence customer loyalty; different lifestyles of passengers would also significantly influence 'service quality', 'complaint handling', 'total customer satisfaction' and 'customer loyalty'; some of the demographic variables would lead to significant differences in the perceptions of service quality, complaint handling, total customer satisfaction and customer loyalty.

Online publication date: Thu, 21-Jan-2010

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Operations and Informatics (IJSOI):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com