The Consequence of Service Quality, Customer Perceived Value and Customer Satisfaction on Behavioral Intention: An Empirical Study in a Passenger Train Service Context

摘要

This article aims to model and test the interrelationship of service quality, customer perceived value and customer satisfaction in predicting behavioral intention in a passenger train service context. The approach of Structural Equation Modeling was used to analyze the data, which was colleted from 150 passengers of "harmony" train running Guangshen Line in South China. The results indicate that different service quality dimensions, namely, hard quality and soft quality, both have significant effects on passenger perceived value. It is that perceived value influences passenger satisfaction rather than the opposite, and these two concepts don't mutually influence. Passenger perceived value indirectly influences behavioral intention through passenger satisfaction.