The Effect on Relationship Quality on Customer Loyalty

被引：0
|
作者：
Feng Xu [1 ]
Luo Juan [2 ]
机构：
[1] Southwest Univ Nationalities, Sch Management, Chengdu 610041, Sichuan, Peoples R China
[2] Univ Elect Sci & Technol, Chengdu 610054, Sichuan, Peoples R China
来源：
PROCEEDINGS OF 2010 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE AND ENGINEERING | 2010年
关键词：
RQ; CS; CT; CC; CL; TRUST;
D O I：
暂无
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
This empirical study explores the effect on relationship quality(RQ) on customer loyalty(CL). Confirmatory Factor Analysis (CFA) of data from a sample of 484 customers further confirmed scales' factorial validity. Then structure equations modeling (SEM) was used to cross-validate the relationship between RQ and CL using the sample. The results suggested that customer satisfaction(CS) was positive related to customer trust(CT) and customer commitment(CC); CT was positive related to CL; CC was positive related to CL. At same time CS indirect positive related to CL through CT and CC.
引用
收藏
页码：157 / +
页数：2
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