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1.
物流服务质量影响因素与顾客忠诚度 总被引：4，自引：0，他引：4
物流服务是现代服务业的一个重要组成部分,物流服务质量对提升企业竞争力具有重大影响。影响物流服务质量的因素主要有信息能力、配送能力、售前售后服务能力、匹配能力和创新能力。其中,售前售后服务能力、信息能力、配送能力对物流顾客感知满意度的影响具有显著性,匹配能力和创新能力对顾客感知满意度的影响较为显著。顾客感知满意度显著影响顾客的忠诚度,并且两者之间存在较大的路径系数。 相似文献
2.
AbstractMarketing channels have faced rapid structural and functional transformations during the last few decades. While a large body of research has been devoted to understanding the supply-side aspects of marketing channels, much less research has taken the demand-side perspective to study consumer perception of channel position and functions. This article extends the channel literature to a broader domain and develops a consumer-based theoretical framework reflecting factors that influence consumer perception of and reaction to channel strategies and decisions. The authors conceptualize that consumers’ perceived channel value is a critical factor in determining their loyalty behavior. Seven important channel features are identified that would positively influence the perceived channel value. The relationship between perceived channel value and channel preference is strongly dependent on the level of customer value co-creation. The article concludes with research implications and suggestions of avenues for future research. 相似文献
3.
This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty. 相似文献
4.
曹礼和 《湖北商业高等专科学校学报》2008,(3):111-116
在高度竞争的市场环境中,赢得顾客并与顾客维持长久关系是非常重要的,而这种长久关系的建立在很大程度上是以顾客满意为基础的。因此,如何提高顾客满意度、培育和维系忠诚的顾客群体是现代企业生存和发展亟待解决的重要课题。本论文提出了一个包含服务公平性、顾客感知质量、顾客感知价值、顾客满意感和顾客忠诚感概念模型及18项相关研究假设,并在武汉市20家酒店展开了问卷调查．最后采用规范的、科学的实证研究方法对此概念模型和研究假设进行了检验。 相似文献
5.
Hsin-Hui Hu Jay Kandampully Thanika Devi Juwaheer 《The Service Industries Journal》2013,33(2):111-125
In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firm's corporate image, and ultimately leading to consumer retention. 相似文献
6.
Emine Mediha Sayil Ayse Akyol Gulhayat Golbasi Simsek 《The Service Industries Journal》2019,39(5-6):420-461
Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of – trust, competency, commitment, communication, and conflict handling, – relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty. 相似文献
7.
This article addresses how the customer social exchange relationship affects customer satisfaction and, in turn, repurchase intention. On the basis of the stimulus–organism–response model, this article argues that perceived organisational support, perceived customer support, and perceived service provider support influence customer satisfaction, which in turn affects repurchase intention. Furthermore, this study argues that perceived organisational support is the most important predictor of customer satisfaction for high-experience customers, whereas perceived customer support is the most important predictor of customer satisfaction for low-experience customers. A survey of 144 users of the foreign language institute on a university reveals that most of these hypotheses are supported. 相似文献
8.
本文探讨了转换壁垒、顾客感知价值、顾客满意对顾客重购意向的影响作用及其相互关系。以理发行业为研究对象,通过发放问卷收集数据,并运用结构方程分析软件进行了实证性检验,结果发现:顾客满意和顾客感知价值都对顾客重购意向具有直接显著影响;转换壁垒的不同维度对顾客重购意向的影响不同,社会利益对顾客重购意向产生积极的影响作用,转换成本不能增加顾客价值和顾客满意,但会对顾客产生锁定作用。对企业来说,管理者可以增加顾客满意和顾客感知价值来增加顾客重购意向,也可以通过提高顾客对转换壁垒的感知,从而对顾客起到锁定作用。 相似文献
9.
随着顾客知识的增长及其对独特性需求体验的追求,顾客不仅要求有更大程度的自主性,更把参与过程的主导性体验视为服务体验质量的重要源泉。本文以美发业为研究情境,将顾客心理感知因素作为过程变量,构建顾客参与影响品牌关系质量的研究框架,结果表明顾客参与对顾客感知价值和顾客服务体验均有显著正向影响,而对顾客正面情感的影响则需通过服务体验实现;顾客感知价值、顾客服务体验和顾客正面情感之间均有密切正向关系;顾客感知价值、顾客正面情感均对品牌关系质量有显著正向影响,而服务体验则需通过顾客正面情感和感知价值对品牌关系质量产生作用。 相似文献
10.
As the health care service gets more competitive, health care practitioners and academic researchers are increasingly interested in exploring how patients perceive the quality and value of their care before building up their satisfaction levels and generating behavioural intentions. Drawing some theories from marketing and health care service literature, this study tries to propose an integrative model of customers' perceptions of health care services based on the established relationship among four key constructs (service quality, perceived value, satisfaction, and behavioural intentions). Structural equation modelling is then used to validate the model. As Taiwan's universal health insurance offers every citizen equal financial access to all health care providers, Taiwan offers a good opportunity to study how the patients' perception model is structured. The findings reveal both perceived quality and value as antecedent variables in this model illustrating direct and indirect paths from perceived quality and value to patient satisfaction and behavioural intentions. 相似文献
11.
《Services Marketing Quarterly》2013,34(3):15-31
Abstract As economic conditions improve, hotels are investing in new ways to improve service quality and perceived value that hopefully will lead to better customer satisfaction and loyalty. This study took a new look, with newly developed scales, at the antecedents and consequences of relationship quality in the hotel service environment to shed new light on the factors hotels have to deal with to achieve their objective of satisfied and loyal customers. Using a structural equation model, it was determined that the tangible and intangible factors of perceived value, timeliness, and hotel facilities are antecedents of hotel quality. Hotel quality, subsequently, is a determinant of both customer satisfaction and loyalty. However, consistent with previous research, customer satisfaction is not a guarantee of customer loyalty. 相似文献
12.
The study examines the interrelationships between selected relationship marketing constructs, namely customer satisfaction, trust, perceived value and commitment, and their effect on the dimensions underlying customer engagement. The study is quantitative and an explanatory research design was followed. A total of 489 self-administered questionnaires were collected from customers of short-term insurance providers on the basis of convenience. Customer satisfaction impacts positively on affective commitment and trust. Customer value also impacts positively on affective commitment and trust, while trust impacts positively on affective commitment. Affective commitment in turn impacts positively on the four customer engagement dimensions: interaction, attention, absorption and affection. The research findings offer an initial understanding of the interrelationships between key relationship marketing constructs and their ultimate effect on various customer engagement dimensions. These matters have received little attention in marketing research, and knowledge of the proposed relationships may lead to further research on this topic. 相似文献
13.
This study elucidates the causal relationships between service recovery, perceived justice, perceived risk, and customer value. Data were collected by questionnaires validated for reliability and validity. The findings were as follows: perceived justice is positively affected by service recovery, whereas perceived risk is negatively affected by perceived justice. Furthermore, perceived risk is directly and negatively affected by service recovery; perceived risk is also indirectly influenced by service recovery through perceived justice. Finally, customer value is affected by perceived risk. However, customer value is not directly related to perceived justice; customer value was found to be indirectly affected by perceived justice through perceived risk. Therefore, the path of this casual relationship is ‘service recovery, perceived justice, perceived risk then customer value’. Future studies may explore the influence of internal factors or dimensions of the forgoing variables on perceptions of customer value. In practice, hotel managers can refine the relevant service recovery approach and optimize financial investment to increase customer value. 相似文献
14.
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 总被引：3，自引：0，他引：3
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。 相似文献
15.
目前，大学生旅游已成为旅游业新的利润增长点，是旅游企业不可忽视的一个市场群体。通过在广州市的三所大学进行了一次实证研究，探讨了顾客心理受权的组成成分及其与服务质量和顾客满意感之间的关系。数据分析结果表明，顾客的消费能力、消费自主权、影响力是顾客心理受权的组成成分。顾客心理受权对服务质量和顾客满意感存在显著影响。 相似文献
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17.
Due to increased intensity of competition, retention of customers has become a major concern in many service industries. Although researchers have investigated customer switching intention and its influential factors, the complex structural mechanisms that reduce the likelihood of switching intention in the field of financial services, especially in the banking context, have remained understudied. This paper addresses the role of customer satisfaction, customer loyalty, customer trust, and customer perceived value within a new conceptual model for customer switching intention in the banking services. In particular, the paper contributes to examine the potential moderating effect of switching barriers on the relationship between customer loyalty and switching intention as well as the relationship between satisfaction and switching intention of customers in the banking services. Data are collected through a questionnaire survey, and partial least squares-structural equation modeling is used for data analysis. Empirical results confirm the proposed model and hypotheses and show that switching barriers strengthen the impact of both customer loyalty and satisfaction on switching intention. The findings of this research offer a unified view of the structural relationships that contribute to reduced switching intention and provide more in-depth insights into the role of switching barriers in the banking context. 相似文献
18.
顾客抱怨的关系机理与营销对策 总被引：1，自引：0，他引：1
顾客抱怨是一部分或全部由于购买商品或服务而感到的满意引起的顾客的一系列多重反应,它是顾客不满意的信号,也是顾客即将流失的征兆。如果企业能够妥善处理顾客抱怨,顾客将更加忠诚;而如果企业对顾客抱怨没有处理或处理欠妥,顾客将加速流失。全面分析顾客抱怨的内涵与作用,通过建构顾客抱怨关系机理模型深入分析顾客抱怨的关系机理,并据此进一步为企业提出妥善处理顾客抱怨的策略选择。 相似文献
19.
在服务经济时代,企业之间竞争的焦点之一是服务。服务质量的提高也就是顾客满意度的提高。基于顾客满意的服务质量管理已成为现代企业市场竞争的一个重要课题。在探讨了顾客满意与服务质量的内涵、关系及其差距分析模型的基础上,从牢固树立顾客满意度的经营理念,大力推行全面服务质量管理,分析原因、缩小差距,改善服务质量,加强和健全各项服务管理工作等方面提出了加强服务质量管理的方法和途径。 相似文献
20.
服务质量构成要素对顾客满意影响力差异研究--现有顾客同潜在顾客间的比较 总被引：5，自引：0，他引：5
本研究通过对银行服务业现有顾客样本和潜在顾客样本的比较分析发现:两种不同类型的顾客样本分析结果都显示服务互动质量和结果质量要素对顾客满意都有显著正影响,顾客满意对(重复)购买或口头传播等行为意向有积极效应。物理环境质量对顾客满意的显著影响效应只是在潜在顾客样本中发现,而在现有顾客样本中并不显著。现有顾客样本的分析结果显示三方面服务质量要素对顾客满意的影响力是有显著差异的,而对于潜在顾客样本,三方面的服务质量要素对顾客满意的形成所起的作用没有显著差别。 相似文献