Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers

Jen, William; Tu, Rungting; Lu, Tim

doi:10.1007/s11116-010-9306-9

Cited by 151 publications

(122 citation statements)

References 44 publications

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“…That is why recent years have seen the development of derived importance methods based on CSS (Weinstein, 2000;Cavana et al, 2007;Pakdil and Aydin, 2007;Eboli and Mazzulla, 2007;Joewono and Kubota, 2007;Dell'Olio et al, 2010;Nurul--Habib et al, 2011;Jen et al, 2011) and from stated preference surveys (Hensher and Prioni, 2002;Hensher et al, 2003;Eboli and Mazzulla, 2008a;2008b;Dell'Olio et al, 2011;Cirillo et al, 2011).…”

Section: Introductionmentioning

confidence: 99%

A classification tree approach to identify key factors of transit service quality

Oña

Calvo

2012

Expert Systems with Applications

152

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Section: Introductionmentioning

confidence: 99%

A classification tree approach to identify key factors of transit service quality

Oña

Calvo

2012

Expert Systems with Applications

152

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“…Hospital hoteling is a multidimensional construct and many factors could contribute to it (17). It seems that the influential factors and their weights and priority could be different among populations; therefore, the current study aimed at determining the most important factors influencing the quality of hospital hoteling services from the view point of the Iranian patients.…”

Section: Discussionmentioning

confidence: 99%

Hoteling Services Quality in Teaching Hospitals of Iran: Model Development and Validation

Shirzadi

Nasiripour

Raeissi

et al. 2017

Iran Red Crescent Med J

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Background: Based on the importance of quality of hospital hoteling services on health system outcomes and lack of a valid assessment method to determine and implement the required strategies to evaluate and improve the service quality, the current study aimed at determining factors affecting the quality of hoteling services in teaching hospitals affiliated to universities in Iran. Methods: The current cross sectional study was designed in 2 phases of qualitative and quantitative. In the 1st phase, factors affecting the quality of hospital hoteling services were extracted from the literature and through an in-depth interview with 11 experts (6 from healthcare administration and 5 from the Iranian hoteling industry organization).In the 2nd phase, the data from the 1st phase were integrated and a model for the improvement of the quality of hospital hoteling service was designed. The model was validated through a qualitative (expert opinion) and quantitative approaches (exploratory and confirmatory factor analysis). The data of the factor analysis were collected from 960 patients in 10 teaching hospitals from 10 different cities across the country. Results:The findings of the current study indicated that 11 factors (physical, functional, economical, human factor, social welfare services, clinical welfare services, safety, cultural, personnel identification, patient guide factors, and healthcare services) explained 65.81% of the variances in the quality of hoteling services. Based on the conformity factor analysis, functional and personnel identification factors with a coefficient of 0.953 and 0.779 had the highest and lowest weight to explain the variance of the quality of the hoteling services, respectively, in the teaching hospitals affiliated to different medical universities in Iran. Conclusions: Hoteling services quality model has a multidimensional construct and in the current study 11 important ones were identified, out of which functional and personnel identification factors had the highest and lowest weight in explaining the variance of the stated construct.

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“…Despite the notable increase in the number of studies employing derived importance methods (Eboli and Mazzulla 2007;Dell'Olio et al 2010;Jen et al 2011) due to the issues summarized above, the stated importance approach has advantages over the derived importance approach. First, it is understood by decisionmakers and public policymakers more easily.…”

Section: Related Literaturementioning

confidence: 99%

“…It also requires fewer analytical skills and less expertise to employ (Van Ryzin and Immerwahr 2007). Nevertheless, interested readers are referred to Van Ryzin and Immerwahr (2007), Eboli and Mazzulla (2007), Dell 'Olio et al (2010), and Jen et al (2011) to gain more insight on different applications of the derived importance methods.…”

Section: Related Literaturementioning

confidence: 99%

Identifying Key Factors of Rail Transit Service Quality: An Empirical Analysis for Istanbul

Isikli¹,

Aydın²,

Çelik³

et al. 2017

JPT

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Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers

Abstract: Passenger behavioral intention, Service quality, Satisfaction, Perceived value, Switching barrier,

Cited by 151 publications

References 44 publications

A classification tree approach to identify key factors of transit service quality

A classification tree approach to identify key factors of transit service quality

Hoteling Services Quality in Teaching Hospitals of Iran: Model Development and Validation

Identifying Key Factors of Rail Transit Service Quality: An Empirical Analysis for Istanbul

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