DRIVERS OF CUSTOMER SATISFACTION: AN APPLICATION OF STRUCTURAL EQUATIONS MODELLING ON IRANIAN CHAIN STORES' DATA

被引：0

作者：

Bigdiloo, Abbas Tabesh ^{[1
]}

Yazdani, Saeed ^{[2
]}

Moghaddasi, Reza ^{[1
]}

机构：

[1] Islamic Azad Univ, Sci & Res Branch, Dept Agr Econ Extens & Educ, Tehran, Iran

[2] Univ Tehran, Dept Agr Econ, Tehran, Iran

来源：

ADVANCES AND APPLICATIONS IN DISCRETE MATHEMATICS | 2020年 / 24卷 / 01期

关键词：

customer satisfaction; food suppliers; structural equations modelling; Iran;

D O I：

10.17654/DM024010055

中图分类号：

O1 [数学];

学科分类号：

0701 ; 070101 ;

摘要：

The present study evaluates customer satisfaction in the chain stores of Ofogh Kourosh (OK) in Tehran province. The data used in this study was collected by questionnaire from 750 customers. A model with perceived quality of services and products, perceived value and image as factors affecting customer satisfaction and loyalty as a result of customer satisfaction were defined. Also, the complaint behavior as a variable influenced by perceived image and affecting on its loyalty was determined. The results of the model estimation show that all path coefficients except the coefficient of perceived service quality on customer satisfaction are significant at 1% level.

引用

页码：55 / 72

页数：18

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