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Östling, Gran Niklas, and Petar Milenov. "Märkeslojalitet inom svensk dagligvaruhandel : En kvalitativ studie om hur aktörerna i den svenska dagligvaruhandeln skapar och underhåller kundlojalitet." Thesis, Södertörns högskola, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-45969.
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The grocery trade is part of the food industry, which is Sweden's third largest industry. It is obvious that it is an industry with a high market concentration where the market share of the three largest companies corresponds to almost 87%. In addition to the high concentration in the market, the industry is undergoing a structural change in new store formats that are more adapted to the customer's needs, among other things through geographical location, opening hours, service, price and design. Each individual has their own preferences when it comes to where to shop. At present, the supply of grocery stores is large and there is a tough level of competition throughout the country. It is therefore important for the various chains in the grocery trade to create and maintain a loyal customer base in order to remain relevant but also to survive the tough competition. The purpose of the study is to create an understanding of which marketing techniques the various chains in the Swedish grocery trade use to create and maintain a loyal customer base. To be ableto investigate this, a qualitative study was conducted consisting of four interviews with three different chains. The respondents who have participated have either had a central and high-ranking role within the chain or in the stores. This is because it is important for the study that the respondents have insight into how the organization works. The chains that have participated are: ICA, Hemköp and Coop. Based on the theoretical framework and the empirical evidence that has been collected, ananalysis has been carried out in order to be able to draw a conclusion. The conclusion that is drawn is that there are many and important factors that come into play to maintain and create aloyal customer base. But the marketing technique that stands out and that is of utmost importanceis loyalty programs followed by customer relationship management, relationship management and corporate store image.
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Linus, Wikström. "Store image perceptions." Thesis, Jönköping University, IHH, Företagsekonomi, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-52062.
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Abstract Background The food retail business is characterized by fierce competition between a few large actors and low switching costs for consumers due to the similar offerings of the stores. In an oligopolistic market struc- ture like this it is critical for stores to create a loyal customer base in order to gain a competitive advantage. This is achieved through gen- erating customer satisfaction, which is an outcome of a positive evaluation of the store image. In the market of Jönköping there is one hypermarket, Ica Maxi, which enjoys a dominating market position over its two closest competitors, Coop Forum and City Gross, which must mean that more consumers chose to make their grocery shopping at this particular store. Therefore it is interesting to investigate the store image perceptions that the consumers of Jönköping hold of these three hypermarkets, and whether there is large difference be- tween them. Purpose The main purpose of this thesis is to find out and measure how consumers in Jönköping perceive the store images of the three hyper- markets operating in the city, and what importance the different parts of the retail mix weighs on the consumers choice in what store to frequent. Further it aims to analyze the findings from the study in order to investigate if there are any differences in the store image perceptions, and if they might help explain a part of the dominating position Ica Maxi holds on the market. Method Since store image is already a well defined concept within the marketing literature, it was most suitable to conduct a quantitative rather than a qualitative study. This was implemented through a questionnaire that was distributed to three separate samples, one per investigated hypermarket. The data collected was then processed mainly through One-way Analysis of Variance (ANOVA), which allowed for comparisons between the three samples. Conclusion The consumers of Jönköping ranked the influence of the store image dimensions on their choice of hypermarket as following; (1) mer- chandise, (2) customer service, (3) reputation, (4) location, (5) price, (6) store layout and design, and (7) advertising and promotion. The perceptions held of the stores images were different between the stores. Ica Maxi was shown to have the most positive store image, closely followed by City Gross, and Coop Forum had a significantly less favorable image than both its competitors. The difference between Ica Maxi and Coop Forum does explain why the stores have such different market shares. However, there was not a large enough difference in Ica Maxi’s and City Gross’ scores to justify the market share gap between them solely based on store image.
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Lin, Chien-Chiang. "Evaluating effects of customer satisfaction, customer loyalty and store image on customer retention: an examination in retail setting." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488381.
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Luk, Siu Lun. "Department store image advertising in Hong Kong : management and customer responses." HKBU Institutional Repository, 1995. https://repository.hkbu.edu.hk/etd_ra/50.
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Ekorn, Stephanie, and Silvia Khan. "THROUGH THE EYE OF THE CUSTOMER : A STUDY OF HOW CORPORATE BRAND IMAGE IMPACT CUSTOMER LOYALTY AND CUSTOMER SATISFACTION IN THE TRAVEL INDUSTRY." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-226971.
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An important question in today’s research on marketing is in what way a company can influence how customers perceive their brand and in what way they can facilitate customer retention. The aim with this paper is to research the impact the corporate brand image has on customer satisfaction and customer loyalty within the travel industry to further the understanding of how branding activities influence customer preferences. By using a survey with an experimental design, where corporate brand image is manipulated through a PR-article, the results indicate that a company can influence the loyalty a customer feels toward their brand by trying to influence the corporate brand image. The results also support the idea that corporate brand image does have its own effect on customer loyalty and is not merely indirectly influencing it through customer satisfaction. Furthermore, these results are of interest to the travel industry since it indicates that PR campaigns can aid the travel agency in differentiating itself from its competitors. In an industry with intangible and homogeneous services and a highly competitive market differentiating the brand is likely to have a positive competitive effect.
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Van, der Vyver Janetta. "The importance of store image dimensions in apparel retail : customer and management perceptions." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/2077.
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Thesis (MComm (Industrial Psychology))--Stellenbosch University, 2008.The apparel retail environment is highly competitive. Products and services that are easily replicated, together with informed and demanding consumer markets, add to the complexity of this dynamic, fast changing retail and manufacturing industry. One avenue that companies explore to differentiate themselves from the competition is by the development of their corporate identity. A fundamental element of marketing communication and corporate identity representation is store image, as it is a vehicle that affects the customers’ perception of the store and the store’s identity. To be able to invest in store image optimally, retailers should take cognisance of the need to manage store image in order to increase potential sales. The purpose of the current study was to expand the existing body of knowledge on retail store image and the female apparel consumer in the Western Cape with special reference to the perceived importance of retail store image dimensions. The research question directing the current study was formulated as follows: How do consumers perceive the various store image dimensions in apparel retail and how congruent are customers’ and management’s perceptions of these store image dimensions? The literature review focuses on the importance of store image for retail differentiation purposes as well as independent (demographics, lifestyle, shopping orientation) and dependent variables (patronage behaviour, store loyalty, customer satisfaction) in store image research. Congruity as well as gap analysis are also discussed as these are the focus of the research analysis. The Store Image Scale (SIS) was used as measuring instrument. Management (n -= 14) and customer (n = 200) samples from a leading apparel retailer were used to measure the importance of the various store image dimensions. The questionnaire was adapted for the purpose of reaching all the set empirical objectives. The customer questionnaire included five sections to measure the ideal and the actual store image and the management questionnaire included two sections to measure management’s perception of the importance of store image dimensions for customers. Data was subjected to reliability analysis, descriptive statistics and analysis of variance. Results indicated that Atmosphere, Merchandise and Service were rated as most important dimensions according to customer perceptions of the ideal, while Atmosphere, Promotion and Service were the most important dimensions according to management. Atmosphere, Convenience and Merchandise were rated as most acceptable by customers. Due to the nature of the research design congruency analysis was used. The congruency analysis yielded 29 of the 55 attributes as congruent. The analysis of congruency between acceptability and importance ratings of customers indicated that the dimensions Convenience, Institutional and Sales Personnel showed no significant differences. It therefore was concluded that management’s perception and customers’ perceptions of the importance of ideal store image are closely related for these dimensions. However, closer consideration has to be given to the specific attribute design. Significant differences between management’s and customers’ perceptions were found for the Promotion, Merchandise and Service dimensions. Based on the results, recommendations were made to management from which they could infer possible adjustments to the strategic management of store image dimensions. This is one of the first academic studies to attempt to provide management with feedback on the performance of their retail strategy and is therefore exploratory in nature. The recommendations from the current study could help retailers meet consumer needs, and thereby create a competitive advantage and unique market position for the store. This could contribute to building brand equity, store patronage and, consequently, sales, as well as support the possibility of benchmarking the importance of specific store image dimensions as retail practices in the chain store apparel sector. This could contribute to this retailer’s ability to project a store image that meets customers’ expectations while enforcing the strategic corporate identity.
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Wu, Mei-Hui, and 吳美慧. "The Effect of Corporate Image to Customer Loyalty on On-Line Store." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/07623507146214619923.
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碩士東吳大學
企業管理學系
95
In internet environment, the decreased searching cost makes customers easy to compare product and service among different online stores. Customers are hardly loyal to the same company due to the characteristics of internet. For the high uncertainty of on-line purchasing, online store can build corporate image to make customers familiar with product/service and diminish their perception of risk. Elite corporate image influences customers’ judgment, positive word-of-mouth, and customers’ trust. Finally, this makes customers willing to buy at higher price and enhance their purchase intention. This research uses internet service quality to investigate the relationships between corporate image, positive word-of-mouth, and pay more. Moreover, this research discusses whether corporate image can lower customer perception of risk, accelerate customer to pay more, and pass positive word-of-mouth. In the end, this research highlights the question that whether corporate image, positive word-of-mouth, and pay more can make customer loyal to corporate or not. This research indicates that internet service quality has a positive direct impact on corporate image and positive word-of-mouth. Corporate image has a positive impact on pay more. Corporate image, positive word-of-mouth, and pay more have positive impact on customer loyalty. Online store should build corporate image, encourage positive word-of-mouth. Using customized and unique service is a good way to make customers pay more, yield large profit for corporate.
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Jen-HanTsai and 蔡仁瀚. "The Effects of Corporate Reputation and Store Image on Customer Perceived Value and Customer Loyalty - An Empirical Study of 7-Eleven in Taiwan." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/21455235747734723353.
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Lin, I.-Huang, and 林易煌. "The Relationships among the Corporate Image, Brand Trust, Customer Satisfaction and Customer Loyalty of Baking Industry- An Example of Ciou Guei Pastry Store." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/2ezw72.
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碩士康寧大學
企業管理研究所
103
The purpose of this study is to investigate the relationships among the corporate image, brand trust, customers’ satisfaction and customers’ loyalty of baking industry. With a convenience sampling method, 500 questionnaires were issued to the consumers who came to Chiou Guei Pastry Store during 2014/10/05 to 2014/10/25 and volunteered to complete the questionnaires, and a total of 447 effective questionnaires were collected. The feedback ratio was 89.4%. Descriptive statistics, independent samples t test, one-way ANOVA, confirmatory factor analysis and structural equation modeling were used to analyze data. Major findings are as follows. (1)Demographic variables of age, occupation, place of residence, family monthly income, family condition and family size, in the part of the study variables facets reach the statistically significant difference. (2)Corporate Image has significantly positive influence on Brand Trust, Customer Satisfaction and Customer Loyalty. (3)Brand Trust has significantly positive influence on customer loyalty. (4)Customer Satisfaction has significantly positive influence on Customer Loyalty. (5)Brand Trust has no significantly positive influence on Customer Loyalty, but according to this study, it shows that Brand Trust has significantly positive influence on Customer Loyalty according to different Customer Satisfaction. The results of the study shows that variables has partly positive relations. Based on the study results, we make recommendations on the practice of the pastry industry.
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TUNG, CHIU HSIEN, and 邱顯棟. "The relationship study among corporate social responsibility performance, corporate image, and customer loyalty – exemplified by convenience chain stores." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/80020550076710353694.
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碩士輔仁大學
管理學研究所
97
In view of the competition of domestic convenience chain stores has turned gradually violent and saturated. The proprietor of convenience chain stores not only need to establish the corporate image cognition for consumers, but also understand how to perform the corporate social responsibility let the corporate image has great effect, then promote the customer loyalty. This study takes convenience chain stores as target with questionnaire survey material, try to analysis and discuss the relationship among corporate social responsibility performance, corporate image, and customer loyalty. To provide proprietor of convenience chain stores reference for strategy-making. The scope of this study is the top four convenience chain stores in Taipei city and county. This study designed questionnaire to get primary materials and obtained 640 datum. According to factor analysis, Pearson correlation analysis, and regression analysis…etc. the following results are found: 1. There is significant positive correlation between corporate social responsibility performance and corporate image. Stakeholder relationship responsibility, social participation responsibility, energy saving and environmental protection responsibility are also individual had significant positive correlation with corporate image. And energy saving and environmental protection responsibility has the biggest influence to the corporate image, second is Stakeholder relationship responsibility, finally is social participation responsibility. 2. There is significant positive correlation between corporate social responsibility performance and customer loyalty. Stakeholder relationship responsibility, social participation responsibility, energy saving and environmental protection responsibility are also individual had significant positive correlation with customer loyalty. And stakeholder relationship responsibility has the biggest influence to the customer loyalty, second is energy saving and environmental protection responsibility, finally is social participation responsibility. 3. There is significant positive correlation between corporate image and customer loyalty. Institution image, functional image, commodity image are also individual had significant positive correlation with corporate image. And institution image has the biggest influence to the customer loyalty, second is commodity image, finally is functional image.
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Lu, Tsung-Hao, and 鹿浩宗. "Examining the Relationships of Store Image、Customer Satisfaction、Perceived Value and Customer Loyalty." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/59617943824981786049.
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碩士國立高雄第一科技大學
行銷與流通管理所
94
Abstract Store image is an essential marketing issue to retain existing customers and attract new ones. It is not only affecting customer satisfaction, perceived value and also customer loyalty. According to the research setting (i.e., department store) in this study, we conceptualize store image as nine dimensions. Furthermore, store image affects customer loyalty through customer satisfaction and perceived value. Our respondents were consumers who have experiences of shopping at department stores. We developed five hypotheses in this study, whose rationales were based on previous studies available in the extant literature. The technique of structural equation model was used for the hypothesis testing. The empirical findings indicate that store image has positive effects on customer satisfaction, perceived value, and customer loyalty. The relationship between customer satisfaction and loyalty doesn’t support, but perceived value has positive efforts on customer loyalty is been confirmed. We also find out different dimension of store image have different effects on satisfaction, loyalty, and perceived value. The results of this study may provide managers to understand more of how store image affects customers’ satisfaction, perceived value and customer loyalty. Managerial implications were recommended to managers about the relationships of the development of store image and potential sales.
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Tsai, (Te-Chung, and 蔡德忠. "Store Image, Customer Satisfaction and Store Loyalty---An Empirical Study of Medical Article Stores." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/46110989404996171919.
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碩士國立高雄第一科技大學
行銷與流通管理所
91
Based on the database of the “Health Expenditure of Private Sector in Taiwan” . The expenditure of medical article accounts of health care has been growth 5.5 from 1995 to 2001. Following these data, we can understand that demean of the medical article is increasing. On the other hand, form the supply of medical article industry has been 20,560 before 2001. So the stores become competitive situation in the medical article environment. We want to research the process of customer satisfaction during buying medical article from the store image view, and how customer satisfaction formulate with product, service and buying, which influence their repurchasing intention and behavior loyalty on the special store. We also want to study how personal information and customer characteristics influence the customer buying the medical article based on the store image. Though the questionnaire survey method, we collect the 312 data. Empirical results show that: (1) the product, personal service, promotion among the store image influence the customer satisfaction with product and service. (2) The customer satisfaction influence customer’s repurchasing intention and behavior in the store. (3) Personal difference information is the role of moderator within customer feels the store image of partial attributions to their satisfaction. (4) Partial customer characteristics also influence customer satisfaction during buying medical article. However even if customers feel satisfacting, they may be transferring the store. After that, we suggest future research needs to involve the customer behavior on medical article industry.
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Te, Lin Kun, and 林昆德. "The study of airline corporate image and customer loyalty." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/98101135725204301340.
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碩士世新大學
觀光學系
92
Abstract An increasing number of enterprises now try to create attractive power by building corporate image, in hope that the image can attract more consumers. The creation and improvement of corporate image require understanding of the image factors that appeal interesting to the consumers. The capability of enterprises to deliver the expected service or product would affect the trust and loyalty of consumers. Researches on the relationship between corporate and customer loyalty in the aviation industry are scant. In this vein, this study investigated consumers’ level of concern and discrepancy in recognition, as well as the relationship between the recognition of airline corporate image and customer loyalty. This study first simplified the key factors of airline corporate images into fleet management, service reputation, marking, flight scheduling, and distinguishableness of the logo for examination of hypotheses. In the aspect of key factors for corporate image, the level of concern over service reputation and marketing varied to different genders. In terms of educational level, those with high school or vocational school education showed the highest expectation of various aspects of corporate image. Passengers flying on the Taipei-Kaohsiung flight expressed greater concern over marketing than those on other flights. In terms of recognition on the corporate image, those with high school or vocational education showed the greatest recognition on crew management, service reputation, and distinguishableness of the logo. Passengers who fly less than twice within the last six months showed the greatest recognition over service reputation. Passengers flying on the Taipei-Kaohsiung flight expressed greater recognition over flight scheduling than those on other flights. The results showed that consumers’ recognition over corporate image was less than the concern over expectation, of which service reputation, fleet management, marketing, and flight scheduling varied significantly. Consumers’ recognition over corporate image has direct effect on the loyalty. The recognition over corporate image may influence consumers’ consumption will and behaviors. Consumers’ rating of the image is depended on the capability of meeting customers’ demand. Therefore, businesses should established corporate image that corresponds with consumers’ expectation, and establish customer loyalty through resonance from the consumers. Key Word：airline、corporate image、loyalty
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Waja, Nabeelah. "The impact of store image on customer perception." 2013. http://hdl.handle.net/11394/3824.
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Magister Commercii - MComThis study aimed to shed insight on how store image influences customer perception. Everything customers see, hear and experience is linked together and forms their overall perception of a store. The first objective of the study was to analyze whether a relationship exists between the store choice and customers biographical details. The second objective is to identify components of store image that shoppers may consider important in store selection process; how the case company can use this knowledge and develop the business and customer service even further. Eight dimensions of shopping enjoyment are proposed and a 47-item measure was developed to measure 155 consumer perceptions from various malls in the geographical area of Cape Town. Findings indicate that there are no statistically significant relations between store image and consumers demographic factors such as age, gender, level of education, marital status, occupation and income. Furthermore, respondents rated physical characteristics of the store which included factors such as the neatness and cleanliness of the store, its decor, the wideness of the aisles, air-conditioning and lighting as the most important element when making a store choice. The implications of these results are discussed, together with practical and theoretical implications, study limitations, and future research directions.
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Ngo, Khanh-Thuy, and 吳慶瑞. "The Impact of Store Image on Customer Satisfaction and Customer Loyalty for the Hypermarkets." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/94179910391849102485.
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碩士南台科技大學
企業管理系
95
As the competition in retail market increases, keeping the customer loyalty is the survival goal of all retailers. Customer loyalty can serve as a distinctive advantage for retailers. Customers loyal resist the attractiveness of other competitors which in turn can bring long-term profits for the retailers. However, which factors affect on the loyalty of customer are so the complex question. During the past decades, both marketing academics and practitioners have been agreed that there are the relationships among store image, satisfaction, and loyalty. However, it has remained unclear what the exact the relationship among these above constructs in the retailing industry-hypermarket. The results indicate that: (1) store image positively affect to satisfaction. (2) Store image positively affect to customer loyalty. (3)Satisfaction has strongly effect on loyalty. This suggests that, the managers of hypermarket should pay attentions to store images and enhance and maintain customer satisfaction in order to build the customer's loyalty so as to increase the profits.
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Hsu, Cheng Fang. "The relationship between store image and customer satisfaction in chain convenience store : a study in Taiwan." 2005. http://arrow.unisa.edu.au:8081/1959.8/80383.
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Store image and customer satisfaction become increasingly important factors in modern retailing - a market characterized by fast growth and intense competition. 7-11, Taiwan; Family-Mart and Hi-Life are already present as the top three in Taiwan retail market. This development will demand even more focus on the relationship between store image and customer satisfaction in order to stay in business and even more to create some new coalitions for future market. Therefore, chain convenience stores have to find a new way how to stand firm under this intense competition. The only way is to strengthen customers' perception through store image and provide the various services and products to satisfy customers' demands than increase customer satisfactionThesis (DBusinessAdministration)--University of South Australia, 2005
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Lu, Tin-Gjun, and 盧亭均. "Store Image, Customer Value, and Loyalty- the moderating effect of product knowledge." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/67462432989406894713.
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碩士國立高雄第一科技大學
行銷與流通管理所
95
Previous research has focused much effort on the antecedents of shopping value with very little emphasis on what or how value to create, and on the outcomes of shopping value. This study investigates the relationship between store image, customer value, and loyalty. That is how consumer perception of the attributes of store image affects their perceived value for the stores, and how consumer perception value affects their loyalty. The primary research questions in this paper are as follows. First, which kind of store image can improve consumer’s perceived value? Second, what kind of consumer perceived value manager should use to let consumer more loyal? Finally, this study examines the moderating effect of product knowledge, and desire to inspect what attributes is more importance for high product knowledge consumer, relative to low product knowledge consumer. Data were 512 retailer consumers, and the subject was asked to fill out a questionnaire. The analysis used the LISREL and SPSS statistical software package. The results are : (1) The attribute of store image, such as product characteristic、location and reputation, should be particularly important to consumers；(2) Product characteristic, location, advertisement, atmosphere and reputation have positive effect on consumer’s hedonic value. Price, product characteristic, location, promotion, advertisement, atmosphere and reputation have positive effect on consumer’s utilitarian value. Price, product characteristic, location, atmosphere and reputation have positive effect on consumer’s symbolic value；(3) Utilitarian value and symbolic value have positive effect on consumer loyalty；(4) High product knowledge consumer put more weight on location and symbolic value. Low product knowledge consumer may be more influenced by service and atmosphere.Finally, the limitations of the study and the recommendation for future research are discussed.
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hsun, Yao yu, and 姚郁珣. "A Study on Relationships among Corporate Social Responsibility, Corporate Image and Customer Loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/75935984879785221214.
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碩士國立臺北商業技術學院
國際商務系碩士班
99
From the 1950s, corporate social responsibility (corporate social responsibility, CSR) issues have recently received the attention of academic and industrial. Corporate social responsibility in the past related research, There is less research about corporate social responsibility, corporate image and customer loyalty relationship. Rapid pace of national life in Taiwan today, the purchase of meals are also efficiency, and consumers are also awareness of the industry is to fulfill social responsibility, we choose fast-food industry, this study as the research object, the consumers have been the consumption chain of fast food restaurants those respondents, 283 valid questionnaires were collected. The results showed that whether a company fulfills its social responsibility has a positive image of the affected enterprises; corporate image to be considered under the influence of control variables will be positive effects on customer loyalty. Control variables, switching costs, trust, loyalty and customer satisfaction positively affected on customer loyalty. Finally, managerial implications to fast food recommendations and suggestions of future research for future researchers.
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Lee, Yu-Fen, and 李玉芬. "The Relationships Among Store Image Of Regional-Based Department Store, Customer Loyalty And Customer Repurchase Intentions-An Empirical Study Of Pingtung Department Store." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/uqw3k2.
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碩士國立屏東科技大學
科技管理研究所
103
Store image impression is an important critical factor of successful retail strategies which not only affect the buying behavior of consumers, and will further impact the customer loyalty. Besides it also is the critical factor of performance. This purpose of this study is to explore the relationship among the store image of regional-based department store, customer loyalty, customer repurchase intentions in Pingtung Pacific department store. The numbers of response are 433 from 500 questionnaires via convenient sampling method. The results of statistical analysis found that store image in Pingtung area have a positive impact for the loyalty and purchase intention. The results also showed that the higher satisfaction of complete products, the higher satisfaction of promotional activities and store atmosphere satisfaction and the higher satisfaction of customer loyalty and purchase intention. In this study, the results for Pingtung Pacific Department Store could be suggestion for business strategy and to improve the management of the business performance.
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LEE, WEI KUO, and 李偉國. "Research on Brand Image, Customer Satisfaction and Customer Loyalty - Taking Kaohsiung Department Store as an Example." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/apf42h.
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碩士高苑科技大學
經營管理研究所
105
This study takes Kaohsiung Department Store as an example to explore the relationship among brand image, customer satisfaction and customer loyalty through literature analysis and empirical research. Taking the customers of department store in Kaohsiung as the research subjects, and questionnaires are adopted to collect research data. A total of 400 questionnaires were sent and 382 valid questionnaires were collected. The effective questionnaire recovery rate is 95.5%. Using the statistical software package SPSS 22.0 statistical methods of data processing, through the reliability analysis, the sample descriptive statistics, independent samples T test, analysis of variance (ANOVA), Pearson product moment correlation analysis, regression analysis of empirical analysis. The results demonstrated the following: 1. Brand image has significant positive impact on customer satisfaction. 2. Brand image have significant positive impact on customer’s loyalty. 3. Customer satisfaction have significant positive impact on customer’s loyalty.
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WEI, PI-HUI, and 魏碧慧. "A Study of Store Image, Customer Satisfaction and Customer Loyalty--A Case of Personalized Coffee Shops." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/m85udw.
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碩士醒吾科技大學
行銷與流通管理系所
107
Since coffee had began to be mass-produced and circulated, it become a beverage that can be enjoyed at home. The coffee market continues to expand, and the chain system is therefore larger. In 2017, the coffee commercial value in Taiwan is approaching 70 billion, and the personalized shop is everywhere. This study uses a personalized coffee shop as the research theme to understand the relevance of its business image, customer satisfaction and customer loyalty. The vigorous of coffee industry chaining make a fierce competition to the coffee market. Most customers go to cafes not only for consumption coffee and dessert but also for enjoying the store atmosphere. This study adopts personalized coffee shops as the research theme. The online questionnaire survey method was used to samples who has consumption experience in any personalized coffee shop. The purpose of this study is to understand the relevance among the store image, customer satisfaction and customer loyalty toward personalized coffee shops. Statistical analysis confirmed that the positive significant influence among store impression, customer satisfaction and customer loyalty was partially established. In addition, customer satisfaction has a complete mediate effect in the main relationship between store impression and customer loyalty. It is inferred that the space design of the personalized coffee shop and the creation of the environmental atmosphere can affect customer satisfaction and consume willingness. The managers of personalized coffee shops should strengthen their own professional advantages in products and technical skills to flexible product combinations. The price reduction competition in running business is not suggested. It is necessary to create a store image, to enhance space atmosphere, to qualify beverage meals, and emphasize the store theme that matche the status of their target groups. The positive impression in the consumption process make customers’ retention time long and help cultivate customers’ loyalty. The study results can be references for the personalized coffee shops managers and the future researches scholars.
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Ou, Sung-Hsien, and 歐松憲. "The Impact of Brand Image on Customer Satisfaction and Customer Loyalty―Department Store in Tainan City." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/68028432564905142451.
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碩士南台科技大學
高階主管企管碩士班
100
This research is for the purpose of discussing the department store brand image and customer satisfaction on customer loyalty. By convenience sampling questionnaire survey, the object of study is limited to the Tainan City department store consumers. This investigation is from 500 distributed questionnaires and a total of 433 valid questionnaires were obtained from the survey. The major findings of this study include：1.The customer satisfaction was significantly positively affected by brand image.；2.The customer loyalty was significantly positively affected by brand image.；3.The customer loyalty was significantly positively affected by customer satisfaction.；4.Customer satisfaction was partially mediated effect of the brand image and customer loyalty. Finally, according to study results of the business proposal, limitations and future research direction.
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Hsieh, Ruei-Fang, and 謝瑞芳. "Service Quality、Store Image、Customer Satisfaction and Customer loyalty Study – A Case Study of Dream Mall." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/20466982119855495253.
Full textAbstract:
碩士國立屏東商業技術學院
國際企業所
97
There were many people researched about service quality and satisfaction in the past, but very few combined the gap of service quality model from Parasuraman, Zeithaml, and Berry (1985, 1991), performance-based measures of service quality from Churchill and Surprenant (1982) and Tse and Wilton (1988). So we use these two theories to discuss the relationship between service quality, store image, customer satisfaction and customer loyalty in shopping mall. The Dream Mall in Taiwan is the biggest shopping mall in South East Asia. Since opening on March 30th 2007, there were more than 20 million visitors in its first year. The successful and interesting business model employed in the operation of Dream Mall has lead me to use it as my research subject. The empirical research study has been carried out by survey, involving the collection of questionnaires from the customers of Dream Mall, and analysis of this data with Structural Equation Modeling (SEM). The following are results of this study: (1) When customers feel good tangibles; assurance and empathy of service quality from the Dream Mall and they have good store image of Dream Mall, then they will be satisfied about Dream Mall. (2) When the customers have a good store image of the shopping mall and feel satisfy with it, then they will become loyal customers to the shopping mall.
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陳永展. "The Relationship among Customer Orientation, Brand Image, Customer Value and Customer Loyalty -An Empirical Study of Convenience Store." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/he75a7.
Full textAbstract:
碩士南臺科技大學
企業管理系
104
As the service industry continues to grow, production oriented model has become the main customer service oriented. With convenient service function, convenient store rapid growth, and gradually integrated into the life of consumers. But with expansion of market excess bring fierce competition pressure, also let enterprises constantly thinking of innovation, to enhance the quality of service, establish a good brand image, meet consumer demand and satisfaction, and increase consumer loyalty. This study by random sampling, A sample questionnaire survey of convenience store customers near the school in the greater Tainan area, To explore the impact of employee customer orientation and store brand image on customer value and customer loyalty, and a total of 336 valid questionnaires were collected. SPSS 21.0 statistical software was used for data analysis and hypothesis testing, and the results were found: 1. employee customer orientation and store brand image has significant positive relationship, enhance service quality to help enhance the brand image. 2. store brand image and customer value has a significant positive relationship, enhance the brand image to help enhance the customer value. 3. store brand image and customer loyalty has a significant positive relationship, enhance the brand image to help enhance customer loyalty. 4. customer value and customer loyalty has a significant positive relationship, enhance customer value to help enhance customer loyalty. Key words: customer orientation, brand image, customer value, customer loyalty
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Chin, Hu Ying, and 胡英錦. "A Study of the Relationship between Store Image and Purchase Behavior, Customer Loyalty." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/97694071988938923071.
Full textAbstract:
碩士國立臺北大學
企業管理學系
96
Wilson（1993）indicted that store image is the important determinant of successful retailing strategy. Thus, the retailer intents to find out the competitive advantages to gain the market share. We proposed a model of purchase behavior and customer loyalty based on the image of the store and consumer life style. It chooses one growing chain store as the study sample. It postulates perceived store image as determinants of purchase behavior. The consumer’s perception of a particular store depends on what lifestyle he or she adopts. In addition to these, a consumer’s attitude towards the store may result in the customer loyalty. It adopts structural questionnaire and snow-ball sampling to collect 448 samples. Through the SPSS data analysis, it will check the hypothesis. As a result, it can approve that consumers with different life style have different opinion toward store image. In addition, store image has influence on purchase behavior and customer loyalty. It helps understand the store’s position and customer loyalty. The study suggests the store manager the marketing strategy review to increase its sales performance.
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Lin, Tsung-Min, and 林宗民. "The study of Relationship between Store Image and Customer Loyalty of Chain Restaurants." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/13609927215765121373.
Full textAbstract:
碩士國立嘉義大學
休閒事業管理研究所碩士班
92
The increasing of dine-out population has resulted in the competition among restaurants then the franchise had become the main management trend. Because franchise had the standard operational feature, it was easy to establish strong store image and loyalty in consumers’ mind. It was necessary to set a measured standard in order to know the important factor of various restaurants in customers’ mind. The discussions about restaurants were always focused on single topic as service quality or marketing strategy in the past, so it needed an overall discussion. The theory of store image was about a store’s dimensions included product, service, physical surrounding, convenience, promotion, atmosphere, organization and so on. The satisfaction of store image of customers influenced the store loyalty. This research attempted to apply the store image theory to measure the performance of chain restaurants and tried to retrieve the disadvantages of restaurants measurement. This research discussed the relationship between customers’ store image of chain restaurants and customer loyalty. This research found that the demographic variable was significantly different with the importance of store image, the satisfaction of store image and customer loyalty. The satisfaction of store image was significantly correlative to consumer loyalty.
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Ho, Chung-Ju, and 何宗儒. "Analyzing Cosmetic Brand Loyalty on Customer Value, Corporate Image, Brand Equity." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/88101572822305651561.
Full textAbstract:
碩士嘉南藥理大學
化粧品應用與管理系
102
Competition among the cosmetic industry is fierce; therefore, earning consumer’s favor and enhancing brand loyalty have become the key elements in corporate management and development. By studying from consumer’s viewpoint, this research attempts to investigate the influences of customer value, corporate image and brand equity on brand trust and brand identification, and further examines the relationships among brand trust, brand identification and brand loyalty. Research subjects are general consumers aged 18 to 50, and more than 450 copies of questionnaires are retrieved from the southern Taiwan region, and are analyzed by using Structural Equation Modeling (SEM). The results show that utilitarian value and social value of customer value have significantly positive effects on brand trust, while utilitarian value, hedonic value and social value have significantly positive impacts on brand identification. Besides, constructs of corporate image, including corporate reputation, GMP authentication and philanthropy behavior are indicated to be positively associated with brand trust; while GMP authentication and philanthropy are shown to be positively related to brand identification. The findings also demonstrate that brand association and perceived quality of brand equity have significantly positive impacts on brand trust; while brand association has significant positive effects on brand identification. Furthermore, brand trust is found to have significantly positive influence on brand loyalty.
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Wang-Shing-Shiang and 王馨緗. "A Study of the Relationships among Transnational Corporate Image, Customer Satisfaction and Customer Loyalty." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/95687386909288207632.
Full textAbstract:
碩士大葉大學
國際企業管理學系碩士班
102
A Study of the Relationships among Transnational Corporate Image, Customer Satisfaction, Customer Loyalty Student:Wang-Shing-Shiang Advisor: Prof. Feng-Hua Yang Da-Yeh University ABSTRACT This study empirically examines the relationships between corporate image, customer satisfaction and customer loyalty. Based on the questionnaire survey which the subject is the customers of the American McDonald Company, 332 valid samples were obtained by the stratified sampling. The tools used for data analysis are pretest analysis, descriptive statistics analysis, reliability and validity analysis, difference analysis, correlation analysis and Structural equation modeling analysisthe research hypothesis. The results of this study are as follows: 1. Corporate image positively influences customer loyalty. 2. Corporate image positively influences customer satisfaction. 3. Customer satisfaction positively influences customer loyalty. 4. Customer satisfaction has the significantly mediated effect to the relation between the corporate image and the customer loyalty. Finally, according to the conceptual framework and research findings, the study provides some meanings and suggestions in the theories, empirical studies, practices and future directions. Key Words: corporate image, customer satisfaction, customer loyalty
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SHIU, TSU-YAO, and 許祖耀. "The Research of Relationship among Corporate Image、Service Quality、Customer Satisfaction and Customer Loyalty." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/282umq.
Full textAbstract:
碩士實踐大學
企業管理學系碩士在職專班
102
Abstract Nowadays, most of consumers use smartphone instead of general mobile phone, and in the process of sales, it's usually cost lots of time. On the basis of original daily work, it's important to promote the quality of service, to build enterprise image, when it's comes to the increasing of enterprise service demands and customers service demands. Therefore, we can promote the satisfaction and loyalty of customers, further, attracting customers to maintain good relationship with communications industry. Under the concept of service marketing, the topic of the present study is to discuss the relation of the enterprise image, service quality, customer satisfaction and customer loyalty, by using the convenience sampling approach to sampling. In a questionnaire survey, we use multiple ways to do research, Facebook, Google+, e-mail, QR-code and even patrons. Questionnaire backfill collection altogether is 202 copies, which is effective samples. The methods of data collection and analysis including basic described statistics analysis of differences analysis, the variable between of effect degrees analysis and reliability and simple return analysis. Research results found: (1) Service of communication industry has significant influence to customer satisfaction. (2) Service of communication industry has significant influence to customer loyalty. (3) The enterprise image has significant influence to customer satisfaction. (4) The enterprise image has significant influence to customer loyalty. (5) The customer satisfaction has significant influence to customer loyalty. (6) The enterprise image of communication industry has certain part of intermedia relationship with customer satisfication and quality of service. Under the concept of administration, enterprise should build the recognition of enterprise image to customers, and reinforce service quality to maintain the long term closely relationship with customers. After perfect service process was built up, followed the increasing of customer satisfaction and loyalty. Key words: quality of service, corporate image, customer satisfaction and customer loyalty
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Chao, Wen-hsiu, and 趙文秀. "The influence of Customer Relationship Management to Corporate Image of Department Store." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/24463120341805179962.
Full textAbstract:
碩士輔仁大學
織品服裝學系
90
Because of the trend for globalization, the differentiation of the commercial products is getting smaller and smaller. Under the trend, enterprises are forced to provide the extra value to customers to maintain their competitivity. Therefore, some scholars and managers are dedicated to study customer relationship management as a strong customer loyalty is the key to success. On the other hand, facing the ever-changing marketing environment and the small product differentiation, customers tend to purchase products with a good corporate image for the sake of reducing the purchasing risk. Consequently, the research aims to explore the influence of customer relationship management to the corporate image. Considering that the department store is a fashion industry and that it also greatly emphasizes on offering a good service to customers, the department stores are selected as the surveyed business group in the study. The study researches and analyzes the positive correlation between the 4 components of customer relationship management: business policy adjustment on the customer relationship management, process integration, enhancement of the staff organization efficiency and applying technology system and 3 components of the corporate image : company image, functional image and commercial product image .The time the surveyed department store has been established, the business scale and whether the department store surveyed is a chained department store as interference factors. Using the SPSS software,the study interviews 20 department stores and 200 customers. The results of the research are as follows: 1.The business policy adjustment that is positive to the corporate image will not affect the corporate image. 2.The process integration that is positive to the corporate image will not affect the corporate image. 3.The enhancement of the organization efficiency that is positive to the corporate image will partially affect the corporate image. 4.The application of the technology system that is positive to the corporate image will not affect the corporate image. 5.The corporate image might be partially affected by the customer relationship management subject to the business scale of the surveyed department store. 6.The corporate image might be partially affected by the customer relationship management according to the number of years that the surveyed department store has existed. 7.The corporate image might be partially affected by the customer relationship management, depending on whether the surveyed department store is a chained store or not.
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San, Tran Huy, and 陳輝山. "The Study of Vietnamese restaurant’ consumer behavior - Store image, customer satisfaction, customer loyalty and purchase intention applications." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/19002868706139321546.
Full textAbstract:
碩士中興大學
行銷學系所
99
Currently, exoticism cuisine restaurants in the Taiwan are filled, that indicates the exoticism cuisine has been accepted by the masses. Taiwan society is just like a melter that accepted all kinds of exotic food and become a part of life. In this study, the object research is Vietnamese restaurants, analysis and discussion Vietnamese restaurants’ store image, customer satisfaction, customer loyalty, purchase intentions and some other dimensions. Through the results of statistical analysis questionnaire data, that indicated the customers feeling all dimensions with high values. In the secondly, customer satisfaction, customer loyalty and purchase intention are positively affected by the store image ; and customer loyalty, purchase intention are positively affected by the customer satisfaction ; and the finally, customer loyalty and purchase intention is also significant with the phase of positive relationship. In addition, the relevant test some of demographic variables, this study found that customers feeling different of satisfaction, different ages, these dimensions in the loyalty and purchase intentions are significantly different. This study verified the same with the literatures, and research areas in Taichung and Hualien City, the results obtained provide marketing strategy for the Vietnamese restaurants in Taiwan.
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CHENG, KAI-LING, and 陳凱玲. "The Relationship among Store Image, Perceived Value, and Customer Loyalty of the Plastic Reduction Store in Yilan County." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/q4j28r.
Full textAbstract:
碩士佛光大學
未來與樂活產業學系
107
Plastic pollution is a crucial issue of global environment protection. The Governments around the world issue the policy of limiting plastics, so the enterprises and the public urgently have the actions of reducing plastics. The green consumption promotion of environmental protection and expenditure also forms a trend. The purpose of empirical study is to focus on the relationship among store Image, perceived value, and customer loyalty of the “Plastic Reduction” store in Yilan County. We employed the quantitative approach, using 5-point Likert scale questionnaire administered to 334 participants. The effective questionnaires are 322 and response rate is 96.4%. Data were analyzed using SPSS and AMOS software. Furthermore, AMOS graphics and Structural Equation Modeling (SEM) were used for hypotheses testing. The results showed: (1) the significant and positive direct impact of store image on consciousness; (2) the store image had an indirect influence via customer satisfaction on customer loyalty; (3) the consciousness affects customer loyalty directly; (4) the part of customers’ characteristics and environmental behaviors showed the significant different of store image, consciousness and customer loyalty. The managers can enhance the store image and consumers’ consciousness of the plastic reducing image by improving the customer loyalty that relates to the environmental philosophy and action. The Environmental Protection Agency can make “Reduce Plastics” incentive plans and encourage vendors to innovate a variety of actions of “Reduce Plastics” in order to have a balance between produce, consumption, and environment.
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Hsu, Ching-Fang, and 許瀞方. "Sustainable Development, Corporate Image, Customer Satisfaction, and Customer Loyalty- An Empirical Study of International Airlines." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/36635415498790672672.
Full textAbstract:
碩士國立臺灣海洋大學
航運管理學系
99
This study investigates the relationships among sustainable development, corporate image, customer satisfaction, and customer loyalty in international airlines. The measurement dimensions of sustainable development are specifically examined. A questionnaire survey of airline passengers is analyzed using structural equation models. It is found that three sub-dimensions of sustainable development have a significant effect on corporate image. And customer satisfaction mediates the relationship between corporate image and customer loyalty. The empirical results could provide some recommendations for the policy and research communities to fill in the current gap.
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Lu, Yi-Hui, and 呂怡慧. "On Influence of Customer Loyalty by Implementing Corporate Social Responsibility, Corporate Image and Relationship Quality." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/33377981128471788083.
Full textAbstract:
碩士亞洲大學
國際企業學系碩士班
101
After going throng Taiwan food plasticizer, corporate scandals such as former Enron, LEXUS and TOYOTA calling back their problem cars in 2009 and 2010 respectively, enterprises in the world began to think seriously about the importance of corporate social responsibility and its norm. In the face of internationalization, whether the corporate social responsibility can be the key factor of corporate competitive power? Corporate image is the intangible asset of enterprises, which deepens the consumers’ impression and cognition and is also a representation of corporate spiritual culture. Relationship quality is the overall evaluation of relationship strength between buyers and sellers. This evaluation conforms to the needs and expectation of both parties, while these needs and expectation are based on the events of past success or failure between both parties. Loyal customers not only can lower the cost of enterprises but also improve the profit of enterprises and further maximize the shareholder value. This paper aims to discuss the influence of customer loyalty by implementing corporate social responsibility, corporate image and relationship quality in the automobile industry. This questionnaire officially gave out to consumers on April 14, 2013. The questionnaire received 317 in total, among which 265 are effective, accounting 83.6%. Through empirical study and analysis results, this study mainly finds the corporate social responsibility has prominent positive influence on corporate image, relationship quality and customer loyalty, that the corporate image has prominent positive influence on relationship quality and customer loyalty, that the relationship quality has prominent positive influence on customer loyalty, and that the relationship quality has mediating effects on corporate social responsibility, customer loyalty and corporate image.
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Li, Ming-Hua, and 李明樺. "The Impact of Employing Disabilities on CSR, Corporate Image, and Customer Loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/08881513450485961688.
Full textAbstract:
碩士中華大學
企業管理學系碩士班
99
Corporate Social Responsibility (CSR) is a social duty that all coporates should fulfill other than pursuiting their own growth of revenue. In CSR, the “social participation” includes caring about minorities, and taking care of the group in need of help from the society. However, there have been a lot of minority groups existed in Taiwan for a long time. In order to take care of these minority groups, especially those for disabled people, People with Disabilities Rights Protection Act had been modified for the percentage of enterprise employing disablities in 2007. Nevertheless, even though the Act had been started execution since 2009, there are still 10% of enterprises did not employ disabled workers enough to reach the legalized percentage.Therefore, this research chooses four retail chain stores, two of them has the employment of disabled people exceed the percentage (7-11、McDonald's) and another two companies which did not have enough disabled workers (FamilyMart and Kentucky Fried Chicken (a.k.a. Jardines), and took their customers as the object of study. Through allowing consumers to perceive the status of employing the disabled among these four coporates, and thereby speculate whther they acknowledge the coporate did fulfill their CSR. Furthermore, this research aims to discuss the connetion between disabled workers employment、CSR、corporate image and customer loyalty. After questionnaires had been retrieved, the feedback would be analyzed through descriptive statistical analysis and structural equation modeling. The result shows that the coporates which employ disabled workers exceedingly could affect CSR obviously and positively, and indirectly affect its corporate image, and therefore also its customer loyalty. Consumers think those corporates which hire disabled workers exceedingly fulfilled its CSR betther than others which did not, while they also belive those fulfilled CSR have better corporate image and cutomer loyalty. This research expects to provide a reference for coporates employing the disabled and performing its CSR.
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Van, Niekerk Bianca. "The influence of boutique store atmosphere on customer satisfaction, store loyalty and repurchase intention / Bianca van Niekerk." Thesis, 2015. http://hdl.handle.net/10394/15702.
Full textAbstract:
The global fashion retail industry has been characterised by fierce competition for numerous years. Boutiques face increasing pressure to distinctly differentiate themselves from competing retail stores offering fashion merchandise, since customers are becoming ever more demanding as fashion evolves and new trends reach South African retail stores. Accordingly, marketers have to ensure customer satisfaction, build store loyalty, and stimulate repurchase intentions in the fashion retail industry in order to survive and prosper. For marketers to attract and retain customers, they have to adjust their marketing strategies and utilise various elements in the marketing mix to compete for customers’ attention, satisfy their retail experience needs, and encourage them to return.
Shopping for clothes forms a significant part of many South African females’ lifestyles. Customers to whom fashion is important, have specific needs and wants and desire specific retail experiences. These customers are also becoming increasingly more sophisticated and individualistic, and therefore turn to small, speciality retailers such as boutiques, which they believe can accommodate them by providing unique and tailored retail experiences. Essentially, these customers do not merely purchase the retailer’s merchandise; they want to experience the store atmosphere the retailer offers. Therefore, it is important for boutiques to be aware of their store atmosphere which can offer customers a satisfying, consistent and sound retail experience.
Customers who positively experience a retailer’s store atmosphere may feel more satisfied with the boutique, and may return to the retail store in the hope of receiving a similar retail experience. Once the customer returns to the same retail store, the possibility arises that the customer may become store loyal. As soon as the customer keeps on returning to the same retail store, the probability of repurchase intentions becomes real. That said, store atmosphere is considered to be a significant marketing tool, given that it provides boutiques with the power to manipulate a customer’s retail experience which could ultimately influence, customer satisfaction, store loyalty and repurchase intention.
The primary objective of this research study is to investigate store atmosphere as a second-order construct model comprised from four sub-dimensions (factors) namely the retail store exterior, interior, layout and design and point-of-purchase and décoration in order to determine the interrelationships between these sub-dimensions (factors), customer satisfaction, store loyalty and repurchase intention in the fashion retail industry. In order to address this, a descriptive research design was followed and self-administered questionnaires were fielded
amongst females, 18 years and older with an average monthly household net income of more than R14 000 (medium-to-high household income) who have bought items most recently from boutiques in Potchefstroom and Klerksdorp during the past six months. Judgemental, convenience and quota sampling methods were used to select the sampling units and sampling elements. A total of 361 questionnaires were ultimately analysed.
With respect to the empirical results of this research study, respondents agreed the most that the exterior location of the boutique is convenient, the entrance to the boutique is inviting, the interior of the boutique is clean and that the temperature in the boutique is comfortable. Regarding the layout and design of the boutique, respondents agreed the most that the checkout and service points in the boutique are well placed and that all the spaces in the boutique are creatively utilised, as well as that the furnishings in the boutique are attractive. Finally, regarding the point-of-purchase and décoration of the boutique, respondents agreed the most that the pricing of the merchandise in the boutique is clearly visible and that the merchandise is well displayed.
All the measurement scales measuring the sub-dimensions (factors) and constructs of this research study exhibit internal consistency reliability as well as content, construct and criterion validity. The standardised model results indicate that all statements included in the measurement model exhibit significant factor loadings above the recommended cut-off point, exhibiting a large effect in all instances, leading to the retention of all statements for further statistical analysis. With respect to the assessment of the structural model, the fit indices indicate an acceptable model fit.
Based on the empirical results obtained from this research study, it became clear that store atmosphere has a large direct influence on customer satisfaction and store loyalty, albeit with no direct influence on repurchase intention. Both mediation relationships realised a medium indirect effect between store atmosphere and repurchase intention with customer satisfaction and store loyalty as mediators.
The recommendations of this research study mainly focus on strategies to improve the store atmosphere of boutiques, since it positively influences customer satisfaction and store loyalty directly and repurchase intention indirectly. Limitations the researcher encountered were mainly related to budget and time constraints. Recommendations for future research include extending this research study to other Provinces of South Africa in order to determine the status quo in these Provinces and to determine whether statistical significant differences exist between respondents based upon demographic and geographic differences with respect to the constructs of this research study.MCom (Marketing Management), North-West University, Potchefstroom Campus, 2015
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Wu, Changyang, and 吳昌陽. "The relationship between customer relationship management, corporate image and customer loyalty research - banking wealth management business." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/38970594860377677773.
Full textAbstract:
碩士中國文化大學
國際企業管理學系
100
Facing the fierce competition of the domestic financial environment, the domestic bankers should ponder over how to reinforce the relationship with customers in such a fierce industrial environment so as to improve the customer loyalty for more profits. Taking the management of customer relationship as an independent variable,the re-search explores the relationship between the customer management and customer loy-alty in banking industry, and further explains the correlation betweenthese two variables by means of the intervening mechanism in the enterprise image. Adopting the method of standard sampling, the research invited 12 financial consult-ants in the banks where graduate students are working todistribute questionnaires to those who purchased financial products. A total of 219 valid samples were collected. Through the hierarchical regression model, the results show that the management of the customer relationship presents a significantly positive relationship with the enterprise image and customer loyalty. Additionally, the enterprise image shows a significantly positive relationship with the management of customer relationship and customer loy-alty. The research results can be used as the references for the banking operation.
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CHANG, WEN-YU, and 張文育. "A Study on Service Quality, Customer Satisfaction and Customer Loyalty: Corporate Image as a Moderating Variable." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/sjnhhd.
Full textAbstract:
碩士朝陽科技大學
應用英語系
106
The development of the aviation industry has been more highly regarded than before. Airline companies should improve service quality to increase consumer satisfaction and consumer motivation to attract more potential consumers. This study aims to explore the correlation among service quality, customer satisfaction and customer loyalty, using corporate image as a moderator between service quality and customer satisfaction. This study developed the framework and a questionnaire through the literature review. Questionnaire data was analyzed by SPSS. The analysis methods were narrative statistics, factor analysis, reliability analysis and regression analysis to test the research hypotheses: H1: Service quality has a significant effect on customer satisfaction. H2: Customer satisfaction has a significant effect on customer loyalty. H3: Service quality has a significant effect on customer loyalty. H4: Corporate image has a moderating effect between service quality and customer satisfaction. This study offers some contributions to the aviation industry with regards to service quality and corporate image, and provides suggestions for further based on the research limitations.
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LIOU, JYH-HUEY, and 劉智惠. "The Impact of Corporate Image and Customer Satisfaction on Customer Loyalty: The Case of C Bank." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/83yrmx.
Full textAbstract:
碩士世新大學
企業管理研究所(含碩專班)
106
Corporate Image is among the critical premises for the bank to undergird its strengths, maintain the competitive advantages, sustain marketing strategy, and boost the enterprise’s profit. Since service has the characteristics of invisibility, heterogeneity, and indivisibility, how to strengthen customer loyalty and satisfaction through Corporate Image matters for the banking business. Therefore, the purpose of this study is to examine the relationship among corporate image, customer satisfaction and customer loyalty. The main contents of this study are as follows: (1) drawn from related literatures, questionnaire survey is administered to measure the constructs under study; (2) the survey data is the analyzed using the SPSS, methods consist of frequency distribution, T test, One-Way ANOVA, Pearson’s Correlation, and Regression Analysis. The main findings are as follows: (1) Corporate image exerts significant influence on customer satisfaction; (2) Customer satisfaction impacts significantly on customer loyalty; (3) Corporate image exerts significant impact on customer loyalty. Finally, suggestions derived based on empirical findings are provided accordingly with respect to corporate image and customer satisfaction.
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CHUNG, YI-HSUAN, and 鍾怡萱. "The Effects of Corporate Social Responsibility on Corporate Image and Customer Loyalty for Fast Fashion Brands." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/v34e4n.
Full textAbstract:
碩士國立高雄第一科技大學
國際管理碩士學位學程
105
As fast fashion sprang up in recent year, customers gradually change their consuming habits of buying clothes. Fast fashion brands launch new products rapidly and provide trendy clothing at affordable price for customers. However, these advantages also caused serious damages to environment. To make environmental sustainability, many international fast fashion brands have implemented corporate social responsibility (CSR) to minimize the damage they caused to environment. Hence, this research explores the impact of fast fashion brands implementing CSR on corporate image, customer perception and customer loyalty. Using web-based survey questionnaires and then obtains a total of 383 valid samples. The finding of this research show that: (1) customers would have higher level of corporate image, perceived price fairness, perceived value and customer loyalty towards fast fashion brands with the implementation of environmental sustainability related CSR approaches; (2) customers prefer the approach of tangible CSR to intangible CSR environmental sustainability related; (3) CSR implementation influences perceived price fairness, perceived value and customer loyalty via corporate image; (4) perceived price fairness influences customer loyalty indirectly via perceived value.
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Chung, Hsin-Chun, and 鍾炘君. "A Study on the Relationships amongService Quality, Store image, CustomerSatisfaction and Customer Loyalty forShopping Centers." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/29188364323586720585.
Full textAbstract:
碩士國立屏東商業技術學院
不動產經營系
95
In management and administration in view of the domestic shopping center, not so good as the image and service quality profundity and scope of the store abroad, and domestic consumer's impressions to impression of the store and service quality are paid attention to degree, satisfaction, loyalty are all not high, make the technique of management and administration of shopping center become the special counter type manageability attitude of department store, it is not skillful to the whole professional administrative skill, but the integrated environment only pays attention to the quantity to increase, fail importance to understand quality, combine with foreign countries information getting enough under the factor exchange having, cause this text to study the motive. This research purpose hopes documents in the past of the basis with building and constructing the equation way of the structure (Structural Equation Modeling, SEM), Use to probe into important factor and causality influencing the shopping center to serve quality, store image, customer satisfaction and customer loyalty. This text studies as the respondent with the large shopping center of knowing area of Taipei, granting 500 questionnaires altogether, retrieve 472, it is 392 that effective sample is counted, 78.4% of effective rate of recovery. Discover:(1)When the customer serves the sense of loss of quality to the shopping center the higher, the lower customer satisfaction and customer loyalty are, and customer satisfaction will reduce customer loyalty indirectly;(2)When the customer is the higher to the store image of shopping center, will be high customer satisfaction and customer loyalty,and will improve customer loyalty indirectly through customer satisfaction;(3)When customer satisfaction to the shopping center is the higher, customer loyalty will be improved too. Approve degree level with the quality of customer's service for shopping center, store image, will influence customer satisfaction and customer loyalty directly or indirectly.
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Lee, Chieh-Ju, and 李杰儒. "A study on the relationships among store image, leisure experience d customer loyalty for PUB." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/27414072352253714160.
Full textAbstract:
碩士中國文化大學
觀光休閒事業管理研究所
97
In recent years, along with Taiwan economy development and expense state transformation, The people take quality of the leisure life gradually, the entertainment expend into the daily life , thus had the keen demands regarding service industry, its expense goal not only in substantive commodity, but was purchases one kind of experience, one kind of feeling. In addition, along with people social life at night tendency, metropolis at night leisure activity gradually vigorous development therefore provides the diverse service PUB to become the popular emergent industry. In order to promote the competitive power, and gives the customer the good expense environment and the experience, the store impression's mold is a link which the PUB entrepreneur takes seriously , therefore this research discusses the store image, the leisure experience by PUB as the research industry relations of with the customer loyalty. During this research picks the convenience sample way, take Taipei ROOM18, LUXY as well as the PASOUL three large-scale PUB customers as the main sampling object, altogether sends out 450, contains 15 invalid questionnaire as well as 435 effective questionnaire. This results showed that the PUB customer mainly by collegiate grade young people, travels by the public transportation system and rides the motorcycle which the convenience anchors for the main transportation vehicle, majority the customer who expends in PUB is because the friend gets together, enjoys the lively happy atmosphere . In addition, the PUB customer's store image, the leisure experience have the positive influence on the customer loyalty, and the leisure experience has the partial mediation effect to the store image and the customer loyalty.
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an, Chang yuan, and 張源安. "The Relationship among Service Quality , Corporate Image, Customer Satisfaction and Loyalty – TOYOTA Motors." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/23524365064832835023.
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碩士國立中正大學
企業管理研究所
99
Abstract While national income is along increasing in Taiwan, following with fast growing economy, propagation of education, and advance of technology, the upgrading of living level and the change of life style, in contrast, begin to alter the consuming behaviors and shopping habits for local residents. This occurrence also leads service sectors to bloom. However, the sales of automobile sector are profoundly shrunk for the alteration of economic environment, operation techniques, regulations on policies, consumer preference, and competitive situation, and also the influence of sluggishness on global economy in 2009. Though economy is with little rising to recovery in 2010, under the situation of promotional competition, domestic automobile industry is confronting a severe challenge. This study mainly explores the correlations between customers and conducting outlets for service quality, entrepreneurship image, customer satisfaction, and customer loyalty, using the statistical software package of SPSS 13.0 as its instrument of analysis. And based upon the exploration of literature review, this study constructs its operational definition, with Likert scale to design research questionnaire. The customers of 17 outlets in Yun-Lin, Chia-I, and Tainan areas are selected as research subject. 340 copies of questionnaires are released, and 301 effective copies are collected, which reach 89.5% of collection rate, and are further used for data processing and analysis. The findings of research result are shown as follows: 1. Different variable of individual characteristics is with difference for service quality, entrepreneurship image, customer satisfaction, and customer loyalty conducted by automobile sector, and in variables midst, the age and monthly income are the most significant. 2. The correlations among service quality, entrepreneurship image, customer satisfaction, and customer loyalty, which are perceived by consumers of automobile sector, appear significantly positive. 3. The perception of consumers to service quality, entrepreneurship image, customer satisfaction, and customer loyalty is definitely affected, especially for entrepreneurship image with poor perception, which requires effort to strengthen. Key words: Automobile Industry, Enterprise Image, CustomerSatisfaction and Customer Loyalty
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Ting-YuTsao and 曹廷玉. "The Influence of Cause-Related Marketing and Corporate Reputation on Brand Image,Customer Trust, and Customer Loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/41520193149200112676.
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Liu, Tsui-Yu, and 劉翠玉. "A study of the Relationships among Corporate social responsibility、Corporate image and Customer loyalty in medical institutions." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/39773669047073761782.
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碩士國立雲林科技大學
資訊管理系碩士班
99
CSR has been valued by the international community in recent years, one of the indicators of enterprise, but profits are still pursuing the goal of the enterprise. while in the pursuit of profit and corporate social responsibility that can play both in the enterprise. It is an important task of enterprises must strive to. Over the past years, the business owners pursuit of profit, gradually realized that corporate social responsibility and obligations should be to invest resources into social responsibility. CSR is the responsibility of the medical community can not be ignored. The main purpose of this study was to investigate the hospital''s corporate social responsibility of enterprises and factors affecting customer loyalty, then proposed a simple corporate image on customer loyalty factors, to establish a theoretical framework of integrity. The questionnaires were distributed to one of the Chiayi County inpatient teaching hospital patients department. A structural equation model was used to analyze survey data collected from 295 respondents. After using structural equation model (SEM) to analyze returned questionnaires, the results show fine goodness of fit in measuring model and structural model, we found that that corporate social responsibility for the corporate image and customer loyalty has a positive effect, the corporate image is also significant for the customer loyalty has positive effects. In addition to medical, also continuous self request, thinking and vision to expand and the development of social responsibility as the core, to the self-transcendence and fulfilling social responsibility, for increase the corporate image, and also impact on customer loyalty, it has become an important issue for sustainable development.We hope this research will contribute to further studies and provide some suggestions for implementing management of medical.
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Wu, You-You, and 吳瑜祐. "Assessing the Relationship Between Customer Loyalty and Its Antecedents：The Mediating Role of Corporate Image." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/u8z7zq.
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碩士萬能科技大學
經營管理研究所在職專班
102
The real estate industry market shows that the industry service quality often affects the consumers’ royalty. Along with the lifting of consumers’ purchasing ability, the market for housing transaction transparency grows rapidly. Many housing agencies are also promoting in the corporation image, and the cooperation image has been viewed as a powerful marketing strategy to be an information prompt. They are striving to establish their corporation image in consumers’ mind through celebrity endorsements & quality service. This study is aimed to investigate the effects of celebrity endorsements, corporate image, & service quality on the consumers’ intention to authorize the reality company they like to make a deal with. The survey is completed through questionnare data. 500 copies of questionnares were delivered to 500 experienced respondents in Taoyuan & all of the 500 questionnares were received effectively. The collected data were analyzed over software SPSS 17.0. The statistical methods including descriptive statistics, factor analysis, reliability analysis, validity analysis, & regression analysis are used to verify the hypothesis. The empirical study reveals that celebrity endorsements, corporate image, & service quality do have a significant impact on consumers’ decision making. In others words, Consumers take service quality, corporate image as well as celebrity endorsement. into consideration in the purchasing process. Even the endorser’s credibility, image, & gender have a positive influence on consumers’ repurchase intention. All the conclusion could be afforded to the reality industry as a reference. It could also provide a reference or basis for future academic researches.
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Wu, Shu-jun, and 吳淑君. "The Effect of Service Quality and Corporate Image of Telecom Companies on Customer Loyalty." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/v8n54m.
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碩士義守大學
資訊管理學系
102
With the advances of information technology, the use of mobile communications has become more and more common. The functions that mobile phones provide are becoming more diverse, and the users are getting younger. Good corporate image will gain consumers’ trust and favorable impression on the products and thus reduce perceived risk. Corporate image and service quality have become the main reasons that drive consumers’ purchase behavior. They play vital roles in whether the consumers will choose or not the products and have become important factors that affect customer loyalty. Basically Telecom companies belong not only to the field of service provider but also to the field of high technology. When each company’s technology level reaches maturity, how to consolidate the existing customer through the corporate image and service quality, and how to develop new customers through the establishment of good buying experience and the reputation of the satisfaction and customer loyalty are currently important issues. Therefore, in this thesis, the questionnaires targeted on high school students using mobile phones are applied to investigate the relationship of both service quality and corporate image on customer loyalty. The study revealed that service quality versus both customer loyalty and corporate image and corporate image versus customer loyalty have positive correlations, while corporate image is the intermediary variable of service quality and customer loyalty. That is to say, in order to enhance customer loyalty, the telecom companies should not only put more efforts into the service quality to make a good impression on consumers, but also pay attention to the enterprise’s overall image to keep their competitiveness in the market.
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Lin, Wu Bo, and 吳柏霖. "Influence of Customer Perception and Corporate Image on Brand Loyalty—The Case of Uber." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/7v6f83.
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碩士僑光科技大學
企業管理研究所
106
Abstract The new-style sharing economy let sonsumers have more choose, for new thing, people will expectation or feel afraid . For better benefit, Uber must be improve the value. The purpose of this study is to investigate the influencing factors about corporate image, consumer perceived value and brand loyalty, and use the questionnaires to verify this research hypothesis. In this study, the questionnaire was conducted for data collection and statistical analysis. The research subjects were 500 people who used to take the Uber, return effective questionnaires was 461, and the effective recovery rate of return questionnaires was 92.2%. The statistical software package: SPSS 14.0 for windows was used for data analysis,Statistical analysis included descriptive statistics and regression analysis. The research results showed: 1. Customer perception had a significant effect 2. Corporate image had a significant effect on brand loyalt Keywords: Corporate image, Consumer perceived value, Brand loyalty
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Phung, Anh Duy, and 馮維英. "Mediating Effect of Store Image and Customer Satisfaction on The Relationship Between Service Quality and Customer Loyalty: A SEM Approach." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/dg448j.
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碩士亞洲大學
經營管理學系
102
Nowadays, the challenging tasks that store manager how to enhance customer satisfaction and loyalty to the store. The purpose of this paper is to examine the relationship between service quality, store image, customer satisfaction, and customer loyalty toward convenience stores in Taiwan by proposing and testing a structure equation model (SEM). The data was collected from Taiwanese consumers at 7-Eleven, and Family-Mart in Taichung, Taiwan by distributing questionnaires. The data was analyzed by using Statistical Package for Social Science (SPSS) 19 and Analysis of Moment Structures (AMOS) 20 software. A total of 312 responses were useable. The result of this study found that service quality has no direct significant effect on customer loyalty toward convenience stores in Taiwan. This study also found that customer satisfaction is an important factor that helps to enhance the customer loyalty toward convenience stores in Taiwan. This research helps store managers in Taiwan to better understand customer attitudes.
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SUN, ZHI-CHENG, and 孫志成. "A Study of the Influence of Store Image, Experiential Marketing, Customer Satisfaction and Customer Loyalty: A Case of Korean Cuisine." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/5rddg2.
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碩士崑山科技大學
企業管理研究所
107
Customer loyalty of consumer behavior was a very popular research topic. Meanwhile, experiential marketing will also lead an important tendency into the age of experience economy. Therefore, a motivation of this study was drove to propose and examine the relationship model among store image, experiential marketing, customer satisfaction and customer loyalty. A survey was designed and used to collect 421 usable responses from consumers. SPSS then was used to analyze the collected data in order to test hypotheses in our proposed research model. The results of this study verified some conclusions. Firstly, the experiential marketing was positively and significantly associated with customer satisfaction. Secondly, there was a significantly positive relationship between the customer satisfaction and customer loyalty. Finally, the store image was positively and significantly associated with customer satisfaction and customer loyalty. Lastly, the implications, and suggestions for future research and practice were discussed in this study.