철도 이용객의 재이용에 영향을 미치는 서비스 품질 요인 탐구
Examining the Factors of Service Quality Affecting Reuse of Railroad Customers
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초록
Passengers' use is one of the main factors with regard to the service quality of railroads. Compared to other transportation options, railroads are convenient, affordable and historical mode of transportation. The passengers really depend on rail mode of transportation with many of reasons. Safety, convenience and economy service factors of railroads are prominent and sustainable. An empirical survey among passengers was conducted. The author used the measurement including SERVQUAL(service quality) and SERV-PERVAL(perceived value of a service). The results are followed. First, SERVQUAL and SERV-PERVAL are useful for estimating railroad services. Second, responsiveness and tangibles are statistically significant in SERVQUAL, while perceived quality and behavioral price are statistically significant in SERV-PERVAL. So the study analyzed those service factors influencing railroads and its areas to determine the satisfaction and use of the passengers.
Abstract
Passengers' use is one of the main factors with regard to the service quality of railroads. Compared to other transportation options, railroads are convenient, affordable and historical mode of transportation. The passengers really depend on rail mode of transportation with many of reasons. Safety, convenience and economy service factors of railroads are prominent and sustainable. An empirical survey among passengers was conducted. The author used the measurement including SERVQUAL(service quality) and SERV-PERVAL(perceived value of a service). The results are followed. First, SERVQUAL and SERV-PERVAL are useful for estimating railroad services. Second, responsiveness and tangibles are statistically significant in SERVQUAL, while perceived quality and behavioral price are statistically significant in SERV-PERVAL. So the study analyzed those service factors influencing railroads and its areas to determine the satisfaction and use of the passengers.
참고문헌 (18)
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