The Effect of Relationship Quality & Service Experience on Customer Loyalty – Customer Perceived Value as the Mediator Variable
| Autor: | Huang, Yu-Hui, 黄郁惠 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 Nowadays, experiencing is the trend of consumption. Customers are seeking for pleasant and memorable shopping experiences, recognizing and reflecting on emotions. To reach the shopping experiences they need, customers can obtain perceived value from the services or products, provided from the companies. This can satisfy customers and establish their loyalty, thus receiving positive feedbacks. Therefore, creating company values, maintain good shopping experiences with customer are the long-term strategies. In this study, an online questionnaire survey was performed customer experience about IKEA to sample, and SPSS 20 statistical software was used for statistical analysis. The results of this study show that:1. Service experience has a positive influence on customer loyalty 2. Relationship quality has a positive influence on customer loyalty 3. Customer perceived value has a significant mediating influence between service experience and customer loyalty 4. Customer perceived value of customers has a significant mediational influence between relationship quality and customer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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