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Study of the Relationship between Service Quality, Customer Satisfaction and Behavior Intention

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2 Author(s)
Gao He ; Sch. of Manage., Dalian Jiaotong Univ., Dalian, China ; Liu Jun

Quality of service is the core of service industry development, and is the most focused issues in service marketing research. Through reviewing the literature of service quality, this research studies the relationship of service quality, customer satisfaction and behavior intention. In this study, the railway passenger services as the empirical study object, the results show that rail passenger service quality is proven to have positive effect on customer satisfaction, and also have positive effect on behavior intention through customer satisfaction. But rail passenger service quality has no obvious effect on behavior intention.

Published in:

E-Product E-Service and E-Entertainment (ICEEE), 2010 International Conference on

Date of Conference:

7-9 Nov. 2010