The Linear Structural Equation Analysis of Customer Loyalty inLaundry Services
| Autor: | Yu Man-Li, 余曼莉 |
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| Rok vydání: | 2005 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 93 Customer’s demand for higher service quality had increased these years for the reason that the living standard improved gradually. Specially, the operation of traditional laundry did not accord with the needs of customers, what they concern most are high quality, quick and convenient laundry services. The goals of laundries have to include the dimension of customers’ needs for the reason to enhance customer’s satisfaction and loyalty. This research constructs a seven factors framework by literature reviewing to clarify what laundries customers need and to provide some suggestions to the laundries and researchers. The purpose of this research is probe into the antecedents of shop image, customer satisfaction, and customer loyalty and their influences on laundry’s operation. Although an increasing number of studies is being performed in the field of service management, less work is being done on an integrated framework of these factors. In this model, service quality, production quality, cognitive price, and convenience were used as the antecedents, shop image and customer satisfaction were used as the intermediate factors. These factors were assumed to have influences on customer loyalty. All of these factors construct a Linear Structural Equation Model. The stratified sampling was used to collect data, while descriptive statistic, ANOVA, and used LISREL to analyze that. The major findings are as follows: 1. The customer have highly evaluation on seven factors. It indicated that the laundry shop were qualified in quality, price, and service. 2. The research model we revised is fit with the data we collected. 3. Laundry image has a positive impact on loyalty through satisfaction. 4. Customer satisfaction has a positive impact on loyalty. 5. Convenience has the most significant influence on store image among all the antecedent factors. 6. Cognitive price and service quality almost have the same significant influence on customers satisfaction. 7. Product quality didn’t have a significant influence on both customer satisfaction and store image. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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