| dc.creator (作者) | 于卓民;巫立宇;喬友慶;戴興夏 | zh_TW |
| dc.creator (作者) | Yu, Chwo-Ming Joseph ; Wu, Lei-yu ; Chiao, Yu-Ching ; Tai, Hsing-shia | - |
| dc.date (日期) | 2005-06 | en_US |
| dc.date.accessioned | 25-Nov-2008 10:49:39 (UTC+8) | - |
| dc.date.available | 25-Nov-2008 10:49:39 (UTC+8) | - |
| dc.date.issued (上傳時間) | 25-Nov-2008 10:49:39 (UTC+8) | - |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/10299 | - |
| dc.description.abstract (摘要) | The purpose of this study is to examine overall customer satisfaction associated with Toyota`s Lexus automobiles in Taiwan by applying Fornell et al.`s (1996) customer satisfaction index (CSI) model. By analysing a set of 320 Taiwanese Lexus owners of more than 7 months, the study uses the structural equation model with LISREL software to show that the perceived quality has a direct effect on overall customer satisfaction, and has an indirect effect on customer complaint-levels and customer loyalty. That is, customer expectations have a direct impact on customer perceived quality; therefore, such expectations have an indirect effect on overall levels of customer satisfaction. Not surprisingly, overall customer satisfaction negatively influences customer complaints and positively influences customer loyalty. Importantly, the study also finds that customer complaints do not have negative impact on customer loyalty. Additionally, the study demonstrates that the CSI model should be modified in the case of Lexus` Taiwanese customers: because the notion of ‘perceived value’ is not present in the existing model, further exploration is required. Finally, the study finds that firms should do their utmost to improve perceived quality, as doing so seems to represent the most effective way of increasing levels of customer satisfaction. | - |
| dc.format | application/ | en_US |
| dc.language | en | en_US |
| dc.language | en-US | en_US |
| dc.language.iso | en_US | - |
| dc.relation (關聯) | Total Quality Management & Business Excellence, 16(6), 707-719 | en_US |
| dc.subject (關鍵詞) | Perceived quality; customer expectation; customer satisfaction; customer complaints; customer loyalty | - |
| dc.title (題名) | Perceived Quality Customer Satisfaction and Loyalty: The Case of Lexus in Taiwan | en_US |
| dc.type (資料類型) | article | en |
| dc.identifier.doi (DOI) | 10.1080/14783360500077393 | en_US |
| dc.doi.uri (DOI) | http://dx.doi.org/10.1080/14783360500077393 | en_US |
