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題 名 | 顧客滿意構面、品牌忠誠度與顧客終身價值關係之研究--LISREL模式之實證=The Empirical Study on Relationship of Customer Satisfaction, Brand Loyalty and Customer Lifetime Value--The LISREL Model Analysis |
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作 者 | 呂鴻德; 賴宏誌; 謝憶文; | 書刊名 | 中原學報 |
卷 期 | 28:4 2000.12[民89.12] |
頁 次 | 頁25-36 |
分類號 | 496.7 |
關鍵詞 | 顧客滿意; 品牌忠誠度; 顧客終身價值; 中介; Customer satisfaction; Brand loyalty; Customer lifetime value; Mediator; LISREL; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究旨在探討顧客滿意、品牌忠誠與顧客終身價值之間的關係。依據本研究針對銀行業與飯店業的208個樣本的資料分析顯示,顧客滿意可分成產品滿意、人員滿意與服務滿意三個子構念,其與顧客終身價值之間的關係受到品牌忠誠的中介影響,且呈現完全中介的效果,亦即顧客滿意必須透過品牌忠誠,才會影響顧客終身價值。 |
英文摘要 | The major subject of this dissertation is focused on the relationship among Customer Satisfaction, Brand Loyalty and Customer Lifetime Value. According to LISREL analysis, the model presents that the Customer Satisfaction can be divided into three sub-constructs:‘Product Satisfaction',‘People Satisfaction' and ‘ServiceSatisfaction'. The relationship between Customer Satisfaction and Customer LifetimeValue is full mediated by Brand Loyalty. |
本系統中英文摘要資訊取自各篇刊載內容。