...
  • 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Quality Control and Applied Statistics >Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry
【24h】

Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry

机译：汽车维修行业中感知的服务质量，客户满意度和客户忠诚度之间的联系的功能形式

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Perceived quality is considered as one of the important factors deciding customer satisfaction. The relationship between quality of services and customer satisfaction faction has been examined by various researchers and it was found that it can be linear, concave, convex, S-shaped and so on and is not the same for all situations. This study aims to investigate the relationship between automobile service and customer satisfaction in Slovenian automotive servicing companies by collecting data using computer-aided telephonic interviews with 34,421 customers. The results indicate that in case of the relationship between perceived quality of services and customer satisfaction the non-linear relationship out performs the linear model only in terms of the variance of the data. The relationship between customer satisfaction and customer loyalty can be explained by a non-linear model only. The companies should concentrate on the least satisfied customers to achieve considerable increase in customer loyalty. (52 refs.)
机译：感知质量被认为是决定客户满意度的重要因素之一。服务质量和客户满意度派系之间的关系已被各种研究人员检查过，发现它可以是线性，凹形，凸形，S形等，并且并非在所有情况下都相同。本研究旨在通过对34,421名客户进行计算机辅助电话采访来收集数据，从而调查斯洛文尼亚汽车维修公司中汽车服务与客户满意度之间的关系。结果表明，在感知的服务质量和客户满意度之间存在关系的情况下，非线性关系仅根据数据的方差执行线性模型。客户满意度和客户忠诚度之间的关系只能通过非线性模型来解释。公司应专注于最不满意的客户，以实现客户忠诚度的显着提高。 （52参考）

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号