The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry

被引：5
|
作者：
Wang, I-Ming [1 ]
Shieh, Chich-Jen [1 ]
Hsiao, Juimin [2 ]
机构：
[1] Chang Jung Christian Univ, Dept Int Business, Chungli, Taiwan
[2] Fortune Inst Technol, Dept Ind Engn & Management, Chungli, Taiwan
来源：
JOURNAL OF INFORMATION & OPTIMIZATION SCIENCES | 2005年 / 26卷 / 02期
关键词：
Service quality; customer satisfaction; customer loyalty;
D O I：
10.1080/02522667.2005.10699655
中图分类号：
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号：
1205 ; 120501 ;
摘要：
Based on literature review and experimental results, the study employed questionnaire survey to investigate the relationship between service quality, customer satisfaction, and customer loyalty. The present study used factor analysis and regression analysis, and obtains the following results: (1) Perspectives of service quality in the management consulting industry includes: empathy, reliability, competence, responsiveness, and tangibles. (2) A significantly positive effect of perspectives of service quality on customer satisfaction is verified through regression analysis. (3) A significantly positive effect of customer satisfaction on customer loyalty is verified as well.
引用
收藏
页码：371 / 384
页数：14
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