| Summary: | 碩士 === 國立交通大學 === 運輸科技與管理學系 === 95 === It often happens that the passengers need to be waiting due to the schedule delay in public transportation service. The poor waiting experience of passengers may cause the negative emotion and lower service evaluation. Except for improving operation process, the excellent service guarantee can recover the service failure and make some supplementary benefit for passengers. However, there is little research to explore the influences of waiting experience and service guarantee from the viewpoint of passengers’ perception in public transportation service industry. This study attempts to construct a model of the customer’s reaction while delay of railway service occurs, which is based on the model offered by Casado Diaz and Mas Ruiz(2002), and to explore the effect of service guarantees on those variables. We took the TRA as an example and the data was collected by questionnaires to those passengers who had the waiting experience before. After model fitness testing by SEM, the research results show that the theoretical model has a good fitness. The effects of perceived waiting time and service guarantee on satisfaction and repurchase intentions are significant. However, the emotion variable “angry” has no significant influence on satisfaction and repurchase intentions. After the modified model testing, perceived waiting time has the significant effects on satisfaction and repurchase intentions directly. Finally we propose some managerial implications and suggestions for future researches.
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