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    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/10299


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    题名: Perceived Quality Customer Satisfaction and Loyalty: The Case of Lexus in Taiwan
    作者: 于卓民;巫立宇;喬友慶;戴興夏
    Yu, Chwo-Ming Joseph;Wu, Lei-yu;Chiao, Yu-Ching;Tai, Hsing-shia
    关键词: Perceived quality;customer expectation;customer satisfaction;customer complaints;customer loyalty
    日期: 2005-06
    上传时间: 2008-11-25 10:49:39 (UTC+8)
    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.
    關聯: Total Quality Management & Business Excellence, 16(6), 707-719
    数据类型: article
    DOI 連結: http://dx.doi.org/10.1080/14783360500077393
    DOI: 10.1080/14783360500077393
    显示于类别:[企業管理學系] 期刊論文

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