Effects of Service Guarantee and Perceived Waiting Experience on Railway Passenger's Repurchase Intentions

Abstract

In railway transportation, it happens that passengers need to wait due to schedule delay. The unfavorable waiting experience of passengers may cause negative emotion and lower service evaluation. The purpose of this study is to examine the effects of passengers’ perceived waiting experience and service guarantee on their satisfaction and repurchase intentions. This study took the Taiwan Railway Administration as an example and the data were collected via a questionnaire from those passengers who had the waiting experience before. After applying structural equation modeling to test the theoretical model, the research results showed that the effects of perceived waiting time and service guarantee on satisfaction and repurchase intentions were significant. This study proposed some managerial implications and suggestions for future research.