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    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/78202
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/78202


    Title: THE DETERMINANTS OF CUSTOMER LOYALTY: AN ANALYSIS OF INTANGIBILE FACTORS IN THREE SERVICE INDUSTRIES
    Authors: Bei, Lien-Ti;Chiao, Yu-Chungh
    別蓮蒂
    Contributors: 企管系
    Keywords: Consumer behaviour;Individual perception;Product quality;Customer loyalty;Service industries;Customer satisfaction;Pricing
    Date: 2006
    Issue Date: 2015-09-02 16:25:59 (UTC+8)
    Abstract: The purpose of this study is to investigate how customers' perceptions of service quality, product quality, and price fairness influence their loyalty to a particular service provider. Based on the results of a pilot study, we have elected to study banks, auto repair and maintenance shops, and (gasoline) filling stations, each of which are characterized by differing degrees of intangible service provision. Our results show that customer satisfaction either fully or partially mediates the relationship between consumers' perceptions and their loyalty. The direct or indirect effects on customer loyalty of the perception of product and service quality, as well as of perceived price fairness, are related to the differing levels of intangible service associated with each of the three different service industries
    Relation: International Journal of Commerce & Management, 16(3-4), 162-177
    Data Type: article
    DOI 連結: http://dx.doi.org/10.1108/10569210680000215
    DOI: 10.1108/10569210680000215
    Appears in Collections:[企業管理學系] 期刊論文

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