Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services

This article reports on a study the evaluated the special needs of Taiwan’s elderly citizens regarding transportation services. The authors note that recent improvements in Taiwan High Speed Rail operations provide excellent services in terms of speed, convenience, environmental concerns and comfort. However, the aging Taiwanese population may not be able to access the high speed rail system without some accommodations. The authors contend that efforts to redesign the traffic system and maintain transportation safety are essential considerations. They conducted a study to evaluate the transportation needs and demands of elderly passengers in Taiwan, particularly regarding the high speed rail transportation service. The study further examined the relationships among service quality, corporate image, customer satisfaction, and behavioral intention. The authors analyzed questionnaire results from a survey distributed to passengers over age 65 (n = 341), during a one-week period in 2009. They determined that passenger satisfaction directly affected travel behaviors, while service quality and corporate image played indirect roles. In addition, service quality plays a significant role as a component of satisfaction. The authors conclude that, based on their study, greater accessibility and security as well as fewer barriers are key directions for the management of Taiwan high speed rail to examine further.

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