The Effect of Corporate Image E-Service Quality Service Quality on Customer Satisfaction and Repurchase Intention: A Case of Airlines Passengers in Taiwan

  • 郭 安立

Student thesis: Master's Thesis

Abstract

In the airlines Industry there is inter-relational of online service and actual service as the online service supports the delivering process of actual service While service is a one of differentiating factors that differentiate one Airlines to others as the nature of airlines industry is a service industry However good images Airlines also tend to deliver a unique value which inherent in the Airlines image possibly deliver a higher level of satisfaction felt by passenger Meanwhile satisfaction of passenger is always an important for Airlines company as passenger is satisfy with Airlines Airlines company can expect Repurchase Intention from their passenger This study is examines factors that affect the Repurchase Intention and developing Research model based on Service-Profit Chain Theory using the Path Analysis and Hierarchical Multiple Regression to examine the moderating effect of Perceived Risk Perceived Trust and Perceived Value The result shows that e-Service Quality tend to have positive influence on Service Quality while Service Quality Corporate Image tend to have positive influence on Customer Satisfaction and Customer Satisfaction tend to have positive influence on Repurchase Intention However there is only one moderating effect’s evidence of Perceived Risk Understanding of the findings can assist Airline Industry to understand the factors affecting Costumer Satisfaction and Repurchase Intention of passenger in Taiwan
Date of Award2014 Jul 18
Original languageEnglish
SupervisorTien Wang (Supervisor)

Cite this

The Effect of Corporate Image E-Service Quality Service Quality on Customer Satisfaction and Repurchase Intention: A Case of Airlines Passengers in Taiwan
安立, 郭. (Author). 2014 Jul 18

Student thesis: Master's Thesis