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政大典藏 > College of Commerce > Department of Business Administation > Periodical Articles > Item 140.119/78202

Please use this identifier to cite or link to this item: https://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 link:	http://dx.doi.org/10.1108/10569210680000215
DOI:	10.1108/10569210680000215
Appears in Collections:	[Department of Business Administation] Periodical Articles

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