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題名：顧客忠誠整合模式--以速食連鎖業為例
書刊名：商管科技季刊
作者：洪儒瑤／施錦村 引用關係
作者(外文)：Hung, Ju-yao／Shih, Chin-tsun
出版日期：2006
卷期：7:2
頁次：頁277-309
主題關鍵詞：顧客忠誠；公平知覺；顧客滿意；承諾；Customer loyalty；Perceived fairness；Customer satisfaction；Commitment
原始連結：連回原系統網址new window
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  • 共同引用共同引用:46
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　　顧客忠誠與公平知覺、顧客滿意、承諾間關係為何?顧客忠誠之影響模式為何？過去之研究並無一致的結論。本研究以速食連鎖業為實證對象，探討顧客忠誠與公平知覺、顧客滿意、承諾問之關係及其整合模式。本研究範圍界定為台北地區之速食連鎖業，採配額抽樣方式實施問卷調查，樣本計500 份，並以LISREL 進行估計。實證結果發現：1.公平知覺與顧客忠誠間直接效果並不顯著；2.公平知覺為顧客忠誠的前提要素；3.顧客滿意及承諾為公平知覺與顧客忠誠之中介變數，且顧客滿意為承諾的前提要素。
　　This study explores the relationships between customer loya1ty, perceived fairness, customer satisfaction, and commitment. The samples studied that are the customers of chain fast-food of Taipei region. After questionnaires surveyed, we collected 500 effective samples. By using LISREL software to resolve the structure equation model, the results are as follows: 1. The perceived fairness can be acted as the antecedent of the customer loyalty, and it's connotation includes payment equity, interaction fairness and procedure fairness. 2. Between payment equity and customer loyalty exists indirect relationship only. 3. Customer satisfaction and commitment occupy the functions of interval role; and customer satisfaction is the antecedent of commitment.
期刊論文
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會議論文
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