Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan

• Published in: Transportation research. Part A, Policy and practice Vol. 42; no. 4; pp. 709 - 717
• Main Author: Chen, Ching-Fu
• Format: Journal Article
• Language: English
• Published: Kidlington Elsevier Ltd 01.05.2008; Elsevier
• Series: Transportation Research Part A: Policy and Practice
• Subjects: Air transportation and traffic; Airline; Applied sciences; Behavioral intention; Exact sciences and technology; Ground, air and sea transportation, marine construction; Perceived value; Satisfaction; Service quality; Structural equation model (SEM); Asia; Taiwan; Behavioral intention; Perceived value; Airline; Structural equation model (SEM); Service quality; Satisfaction; Structural equation modeling; Theoretical study; Perception; Air transportation; Behavior; Passenger transportation
• ISSN: 0965-8564; 1879-2375
• DOI: 10.1016/j.tra.2008.01.007

This study aims to investigate the relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers through a structural equation model (SEM). The main study’s results are as follows. Service expectation has a significantly positive effect on perceived performance, but not on perceived value and satisfaction. Perceived performance has a significantly positive effect on perceived value, but not on satisfaction. Perceived value has a significantly positive effect on satisfaction. Both perceived value and satisfaction have significantly positive effects on behavioral intentions. In addition, perceived performance reveals the indirect effect on satisfaction moderated by perceived value. Finally, perceived value reveals a larger effect than overall satisfaction on behavioral intentions. Specific theoretical and managerial implications are discussed.