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https://ah.lib.nccu.edu.tw/handle/140.119/76525
題名: | Understanding the antecedents to customer loyalty by applying structural equation modeling | 作者: | Yieh, K.;Chiao, Y.-C.;Chiu, Ya-Kang 邱亞康 |
貢獻者: | 企管系 | 日期: | May-2007 | 上傳時間: | 13-Jul-2015 | 摘要: | The purpose of this study is to employ structural equation modeling to find linear structural relationships related to customer satisfaction. Analysis of 495 car owners patronizing five automobile service and repair centers operated by Taiwan`s three major car companies (Nissan, Toyota, and Mitsubishi), produced the following empirical results: customers` perceptions of price fairness, the level of employee-customer interaction, and customers` perceptions of product quality all have the direct, positive impact on customer satisfaction. The authors identified and examined three dimensions of perceived service quality that positively affect customers` trust levels. These three are tangibility, employee-customer interaction, and employee empathy. Customers` perceptions of price fairness and product quality, as well as customer satisfaction and trust are all positively related to customer loyalty. Customer satisfaction can also affect customer loyalty by helping customers create trust. In light of these empirical findings, this study also includes a discussion of possible implications for managers. | 關聯: | Total Quality Management and Business Excellence, 18(3), 267-284 | 資料類型: | article | DOI: | http://dx.doi.org/10.1080/14783360601152400 |
Appears in Collections: | 期刊論文 |
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267-284.pdf | 148.48 kB | Adobe PDF2 | View/Open |
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