A Study of the Impact on Customer Persived Value， Satisfaction， and Complain－Ｈandling to Customer Loyalty for Customers of the Beauty Salon in both Taiwan and Mainland China
| Autor: | Chang Cheng-Chieh, 張丞婕 |
|---|---|
| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 This study illustrates the beauty salon industry, customer perceived value will affect their customer satisfaction, customer complain-handling will affect its customer satisfaction, customer satisfaction will affect their loyalty, and customer complaints will affect customer loyalty. This study aims to help the beauty salon industry in a better understanding of how to increase their customer loyalty. This study uses quantitative approach to analyze cross-strait beauty salon industry customer perceived value, satisfaction, and complaints handling to customer loyalty in both sides of the beauty salon industry. It conducted by distributing a random sampling of questionnaires in Taiwan and Shanghai. A total number of 500 and 494 questionnaires were distributed and returned (98 percent return rate). Structural equation modeling was used to test the hypothesized relationship. Results found a positive impact of customer perceived value on satisfaction, a positive impact of customer complaints handling on satisfaction, a positive impact of customer satisfaction on loyalty, and a positive impact of customer complaints on customers’ loyalty. Key word: Perceived Value、Satisfaction、Complain-Handling、Loyalty |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|