政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/76525

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政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 > Item 140.119/76525

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题名:	Understanding the antecedents to customer loyalty by applying structural equation modeling
作者:	Yieh, K.;Chiao, Y.-C.;Chiu, Ya-Kang 邱亞康
贡献者:	企管系
日期:	2007-05
上传时间:	2015-07-13 16:43:04 (UTC+8)
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
数据类型:	article
DOI 連結:	http://dx.doi.org/10.1080/14783360601152400
DOI:	10.1080/14783360601152400
显示于类别:	[企業管理學系] 期刊論文

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档案	描述	大小	格式	浏览次数
267-284.pdf		148Kb	Adobe PDF2	581	检视/开启

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