An Empirical Analysis of the Relationship Among the Service Quality, Customer Satisfaction and Loyalty of High Speed Railway Based on Strctural Equation Model

Canming CAO, Jianjun CHEN

Abstract


China has longest mileage of high speed railway in the world, and high speed railway has been one of the main traffic travel choices of Chinese people. This paper analyzes the relationship among the service quality, customer satisfaction and loyalty degree of high speed railway by adopting the structural equation model as analytical method with the high speed railway from Shanghai to Nanjing as case study. This paper firstly establishes the model of customer satisfaction on the high speed railway, and develops the measurement table of the customer satisfaction. The research results manifest: the reliability and validity of the survey data about the model of the customer satisfaction on the high speed railway have been tested and verified. As to the hypothesis, except the hypothesis “from customer satisfaction to loyalty degree” and “from customer complaints to loyalty degree”, others have been well tested and verified. The results show that the service quality of the high speed railway has the greatest influence on the company image, and it has direct and positive influence on the customer satisfaction. The image of the high speed railway company has direct and positive influence on the customer satisfaction, and it has indirect influence on the customer complaints and loyalty degree. The customer satisfaction on the high speed railway has indirect influence on the customer loyalty degree, and it has direct influence on the customer complaints. The customer complaints will not greatly influence the customer loyalty degree.
Key words: Structural equation model; Intercity high speed railway; Service quality; Customer satisfaction; Customer loyalty


Résumé: La Chine a la plus longue de kilométrage de voies ferrées à grande vitesse dans le monde, et la voie ferrée à grande vitesse a été l'un des principaux choix de voyage de la circulation du peuple chinois. Cet article analyse la relation entre la satisfaction des clients un service de qualité, et le degré de fidélisation de la grande vitesse ferroviaire en adoptant le modèle d'équation structurelle que méthode d'analyse avec la voie ferrée à grande vitesse entre Shanghai et Nanjing comme étude de cas. Ce document établit tout d'abord le modèle de la satisfaction du client sur la voie ferrée à grande vitesse, et développe la table de mesure de la satisfaction client. Le manifeste de résultats de recherche: la fiabilité et la validité des données d'une enquête sur le modèle de la satisfaction client sur le chemin de fer à grande vitesse ont été testées et vérifiées. Quant à l'hypothèse, à l'exception de l'hypothèse «de la satisfaction du client au degré de loyauté" et "de plaintes de clients au degré de loyauté», d'autres ont été bien testés et vérifiés. Les résultats montrent que la qualité de service de la voie ferrée à grande vitesse a le plus d'influence sur l'image de l'entreprise, et elle a une influence directe et positive sur la satisfaction du client. L'image de la compagnie ferroviaire à grande vitesse a une influence directe et positive sur la satisfaction du client, et il a une influence indirecte sur les plaintes des clients et le degré de loyauté. La satisfaction du client sur la voie ferrée à grande vitesse a une influence indirecte sur le degré de fidélisation des clients, et elle a une influence directe sur les plaintes des clients. Les plaintes des clients ne sera pas une grande influence sur le degré de fidélisation.
Mots clés: Modèle du structurelle d'équation; L’Inter-ville ferroviaire à grande vitesse; La qualité de service; La satisfaction des clients; La fidélisation de la clientèle


Keywords


Structural equation model; Intercity high speed railway; Service quality; Customer satisfaction; Customer loyalty;Modèle du structurelle d'équation; L’Inter-ville ferroviaire à grande vitesse; La qualité de service; La satisfaction des clients

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DOI: http://dx.doi.org/10.3968%2Fj.css.1923669720110704.Z25

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