The Impact Mechanism of Service Quality on Customer Loyalty of Individual Investors in Securities Brokerage Business - An Empirical Study Based on SCSB Model

机译：证券经纪业务中个人投资者客户忠诚度的服务质量影响机制 - 基于SCSB模型的实证研究

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The paper analyzes the influencing mechanism of individual investor's loyalty on China's securities industry by SEM. The result shows that customer satisfaction and service quality are the most important factor which affects customer loyalty. Customer satisfaction does not only affect customer loyalty directly, but also affects customer loyalty through complaint indirectly. The effect of customer expectations on customer loyalty is not obvious.

机译：本文通过SEM分析了个人投资者对中国证券行业忠诚度的影响机制。结果表明，客户满意度和服务质量是影响客户忠诚度的最重要因素。客户满意度不仅会直接影响客户忠诚，而且间接地影响客户忠诚度。客户期望对客户忠诚度的影响并不明显。

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《International Conference on Service Systems and Service Management》|2011年||共7页
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作者
Huimin Liu; Ying Chen; Zhiwei Wu;
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原文格式 PDF
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中图分类 TP368.5-53;
关键词
Individual Investor; Customer Satisfaction; Customer Loyalty;

机译：个人投资者;客户满意;客户忠诚度;

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The Impact Mechanism of Service Quality on Customer Loyalty of Individual Investors in Securities Brokerage Business - An Empirical Study Based on SCSB Model

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