国有商业银行感知服务质量对顾客满意和忠诚度影响的实证研究

随着市场经济体制改革的深入及国内外经济、金融的不断融合发展,我国商业银行受到了国际银行和外资银行的竞争压力,面临着来自国内外金融机构的激烈竞争。文章在回顾国内外相关研究文献的基础上,通过问卷调查对我国国有商业银行感知服务质量的度量及其对顾客满意及忠诚度的影响问题进行实证研究。研究表明,国有商业银行的感知服务质量对顾客满意起着显著的正向影响,顾客满意对顾客忠诚度起着间接的影响作用。提高国有商业银行的感知服务质量对提高顾客满意度维系顾客忠诚起着很重要的作用。     

汽车服务业服务质量、顾客满意度与顾客忠诚度的实证分析

为了探讨汽车服务行业服务质量、顾客满意度与顾客认知、情感、意向、行为等四类忠诚度之间的关系,我们对广东省7家汽车4S店进行实证调查,结果发现:服务质量对顾客的认知、情感和意向忠诚度有直接的影响;顾客满意度对顾客四类忠诚度都有直接的影响,且顾客满意度对态度忠诚的影响大于其对行为忠诚的影响;在顾客四类忠诚度中,对顾客行为忠诚有直接影响的是认知忠诚和意向忠诚,其中意向忠诚的影响程度较大。     

新生代网购人群顾客忠诚度影响因素实证研究

本文选取90后这一新生代网购人群,研究特定样本群体的网络购物忠诚度影响因素。以调查问卷形式收集数据,建立结构方程模型,采用验证性因子分析法揭示了新生代网购人群顾客忠诚度的影响因素:顾客体验、顾客满意对顾客忠诚有显著正向影响;其中,顾客满意在顾客体验和顾客忠诚之间具有中介作用。研究结论结合数据分析结果,针对新生代网购人群提出了相应提高顾客忠诚度的建议和方法,对于网络商家进行顾客忠诚度培养与维护具有借鉴价值。     

垄断对顾客购买行为的影响分析

顾客购买行为指顾客满意和顾客忠诚。在静态古诺模型中加入顾客忠诚度这个变量,分析了垄断对顾客忠诚度的影响,从数学的角度证明了垄断与顾客忠诚度负相关;同时提出了垄断系数,以刻画不同竞争环境,并构造了顾客忠诚度关于顾客满意度的函数,以此针对不同产品分析顾客忠诚度和顾客满意度之间的关系。     

退货服务质量对零售企业顾客忠诚度的影响

从零售企业退货服务角度出发,本文在界定退货服务质量概念及其构成维度的基础上,构建了退货服务质量对顾客忠诚度的影响假设模型,并对模型加以验证。研究结果表明退货服务质量通过顾客满意度这个中介变量正向影响顾客忠诚度,其子维度对顾客忠诚度的影响存在差异,退货服务保证性与响应性对顾客满意度及顾客忠诚度的影响非常显著,退货服务公正性的影响则不显著。因此,退货服务质量对顾客满意度和顾客忠诚度的影响主要是通过退货服务的保证性和响应性两个维度发挥作用。     

物流服务质量对在线顾客忠诚的作用研究

物流服务质量对在线顾客忠诚度的影响研究具有深远意义。本文首先对物流服务质量的内涵与物流服务质量驱动顾客忠诚的机制进行了阐述,在此基础上提出了网络商家物流服务质量与顾客忠诚度的作用途径,得出了物流服务质量与顾客忠诚度之间存在的关系,为网络商家制定与实施顾客忠诚计划提供理论支持。     

当前影响顾客忠诚度因素探析

本文着重探讨影响顾客忠诚度的因素,通过对影响顾客忠诚度因素的探析,针对性的提出维护和提高顾客忠诚度具体措施。让企业能更加有效地制定和实施各种顾客关系管理策略,保持顾客忠诚,提高竞争力。     

影响顾客忠诚度的因素探析

经济全球化的浪潮中,市场竞争也愈演愈烈,市场营销领域也在进行一场新的革命。培养提高老顾客对企业的忠诚度,并且发展新的顾客,是企业在激烈的竞争中站稳脚跟的前提。分析影响顾客忠诚度的因素,提出若干提高顾客忠诚度的策略,以利于我国企业提高竞争力。     

单因素方差分析在网站质量影响顾客满意度和忠诚度研究中的应用

本文是对B2C数码产品网站质量影响顾客满意度和忠诚度因素分析中的单因素方差分析,以了解消费者不同属性对顾客满意度和忠诚度的影响是否有显著性差异。通过SPSS软件分析数据得知：不同学历、不同网购历史的顾客在满意度上存在显著性差异;不同网购历史的顾客在忠诚度上存在存在显著性差异。     

论服务补救对顾客忠诚度的影响

服务补救是服务企业实现顾客满意和维持顾客忠诚的重要手段。但是在不同的情况下,服务补救对顾客忠诚度的影响不同。通过服务补救,企业可以及时地了解顾客需求和改进服务质量,既可以维持单个顾客的忠诚度,又可以培养众多顾客的忠诚度,从而造就忠诚顾客。     

大型零售商场顾客忠诚驱动因素实证分析——以杭州市为例

制定与实施顾客忠诚管理策略,为顾客提供综合性、差异化的服务,履行高度的顾客承诺,是大型商场保持与顾客长期、双向互动关系的重要保障。本文以规范分析和实证研究相结合的方法分析顾客忠诚的影响因素,构建大型商场顾客忠诚的基本驱动因素模型,选取杭州四大商场为数据采集对象,实证检验各种影响因素对大型商场顾客忠诚的影响,并提出了提高大型商场顾客忠诚度的相应策略。     

The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks

This study examines the role of customer satisfaction in enhancing the loyalty of Muslim and non-Muslim customers in the Malaysian Islamic banking industry. Respondents are the customers (Muslim and non-Muslim customers) visiting the bank counters and have an account with Islamic banks. A total of 660 questionnaires were distributed, and 440 were returned. The results indicate that customer satisfaction has a statistically significant positive effect on customer loyalty and intentions to switch for Muslim and non-Muslim customers. However, there were significant differences in the effects of customer satisfaction on customer loyalty and intention to switch for Muslim and non-Muslim customers. The effect of customer satisfaction on customer loyalty and intention to switch is greater for the non-Muslim than the Muslim customers.     

培育合理的客户忠诚

本文认为,客户的忠诚是相对的,企业没有必要使所有的客户都维持高度忠诚,否则就有可能跌入客户忠诚陷阱。企业应根据不同客户的实际情况,在客户忠诚、客户关系成本和客户忠诚成本之间寻找较好的平衡,培育合理的客户忠诚。当企业愿意支付的客户关系成本刚好能补偿客户的忠诚成本和保留收入时,客户忠诚成本的灵敏系数或最小忠诚成本系数越小,企业能够培育的合理客户忠诚度越高;当企业愿意支付的客户关系成本大于客户的忠诚成本和保留收入时,客户关系成本的灵敏系数或最小关系成本系数越小,企业能够培育的合理客户忠诚度越高。     

基于客户信任的忠诚形成机制研究

客户忠诚可以划分成客户对公司的忠诚和客户对员工的忠诚,这两种忠诚的形成机制是怎样的？哪些因素决定客户对谁忠诚？这两个问题是理论界和实务界普遍面临难题。文章从信任的角度考察了两种忠诚的形成机制,并基于我国销售企业和服务性企业进行了实证分析。研究结果表明：客户对公司的信任可以导致客户对公司的忠诚;客户对员工的信任可以直接导致客户对员工的忠诚,并通过客户对员工的忠诚的中介作用,间接影响客户对公司的忠诚;企业可以通过信任来影响客户对谁忠诚。     

基于顾客忠诚提升视角顾客合作创造与顾客导向比较研究

顾客忠诚重要性已被学者和企业管理者广泛接受,对于如何提升和维持顾客忠诚,以往的研究主要以顾客导向经营模式进行探讨,基于企业与顾客合作创造这一全新视角来研究顾客忠诚提升在中国尚属空白。这篇文章拟研究在顾客与企业角色变化环境下,传统模式企业与顾客合作创造在顾客忠诚营造方面实施的可行性比较,拟对企业战略发展做出指引。     

The interrelationships among service quality,customer satisfaction,and customer loyalty: Examination of the fast-food industry

The purpose of this study was to use customers’ perspectives to develop a conceptual model for improving service quality and enhancing customer satisfaction and loyalty. The 197 samples were selected from customers of leading fast food franchise enterprises in Taiwan. The research results indicate that service quality positively influences customer satisfaction and customer loyalty. Service quality positively influences customer loyalty through customer satisfaction. The research findings indicate that managers need to ensure they have efficient service quality to enhance customer satisfaction and customer loyalty levels.     

Does the length of a customer–provider relationship really matter?

This study examines both a moderator and a mediator of perceived service quality and payment equity as they relate to customer loyalty in the banking industry. Through the moderating factor, the length of the customer–bank relationship, this study builds a conceptual framework for distinguishing between transactional- and relationship-oriented customers and provides an empirical analysis by using structural equation modelling. The empirical findings of this study, the result of the examination of 610 banking customers, showed that different lengths of the customer–bank relationship form loyalty from different variables and from a different path. For transactional-oriented customers, loyalty was built through the achievement of overall customer satisfaction; whereas for relationship-oriented customers, loyalty was built through the establishment of trust. Suggestions and limitations based on the finding are also discussed.     

Status demotion in hierarchical loyalty programs: effects of payment source

Hierarchical loyalty programs are being operated currently by many firms to improve customer relationships. While past work has demonstrated the negative effects of status demotion in such programs, research on how these effects may vary across different customer group based on payment source is almost nonexistent. This paper examines the moderating role of payment source (‘own money’ versus ‘others money’) on the effects of status demotion on customer attitudes and behavior in hierarchical loyalty programs. Analysis of data collected from members of airline loyalty programs show that the negative effects of status demotion on customer attitudes, loyalty intentions, and share-of-wallet are stronger for demoted ‘own money’ customers than for demoted ‘others money’ customers. The study provides a deeper insight about the effects of status demotion and points out that firms could possibly be endangering the loyalty of many potentially valuable customers, in particular among the ‘own money’ customer group.     

Effects of customer loyalty on customer entitlement and voiced complaints

The value of customer loyalty has been well documented by academicians and practitioners. Nevertheless, prior literature has paid little attention to the negative consequences of customer loyalty, for example, entitlement behaviors (e.g. requests for deeper discounts) and complaint behaviors (voicing dissatisfaction to the company). This research empirically examines the effects of customer loyalty on entitlement and voiced complaint behaviors in the context of Frequent Flyer programs in airline industry. Base on partial least squares-structural equation modeling, the results show that (1) customer loyalty has a positive effect on customer entitlement, which is the extent to which customers expect special treatment from the company; (2) the effect of customer loyalty on voiced complaints is fully mediated by customer entitlement; (3) perceived status of loyalty programs amplifies the entitlement behaviors of loyal customers, while tangible rewards of loyalty programs mitigate the entitlement behaviors of loyal customers. Theoretical and managerial implications are elaborated in the discussion section.     

大型商场顾客忠诚基本驱动模型的构建

大型商场顾客忠诚是零售商店忠诚的特例.以杭州市大型商场为具体实证对象,采用问卷调查和SPSS12.0统计软件,构建大型商场顾客忠诚的基本驱动模型,对顾客忠诚的影响因素及其作用机制进行了深入的探讨,得出商场忠诚的形成是一个多因素驱动作用的结果.商场忠诚应包括顾客的行为忠诚和顾客的态度忠诚,顾客价值的细分维度对商场忠诚有显著影响.不同消费者特征对商场忠诚及驱动因素有显著差异等结论.