A Study on the Relationships among Service Quality, Customer Satisfaction and Customer Loyalty--Beauty SPA Market as an Example

Autor:	Chih-Hua Chen, 陳芝嬅
Rok vydání:	2016
Druh dokumentu:	學位論文 ; thesis
Popis:	104 The purpose of this study is to explore the relationships among service quality, customer satisfaction and customer loyalty. In this study, data of Customer of Beauty SPA are collected by way of non-random sampling method to facilitate questionnaires, with a total of 250 questionnaires distributed. 230 questionnaires are received, in which 16 questionnaires are invalid such that 214 questionnaires are valid, and the effective response rate is 85.6%. Hence, this study planned to explore the relations about Service Quality, Customer Satisfaction, and Customer Loyalty. The resulting conclusions of this study are listed as follows: 1.Service quality has a significant positive impact on customer satisfaction and customer loyalty respectively. 2.Customer satisfaction has a significant positive impact on customer loyalty. 3.Customer satisfaction preserves partial mediation effect between service quality and customer loyalty.
Databáze:	Networked Digital Library of Theses & Dissertations
Externí odkaz:	http://ndltd.ncl.edu.tw/handle/7suh4q Zobrazit plný text záznamu