The Effect of Service Quality Among Customer Satisfaction, Brand Loyalty and Brand Image

被引：0
|
作者：
Yang, K. F. [1 ]
Yang, H. W. [2 ]
Chang, W. Y. [1 ]
Chien, H. K. [1 ]
机构：
[1] Chaoyang Univ Technol, Dept Appl English, Taichung, Taiwan
[2] Chaoyang Univ Technol, Dept Mkt & Logist Management, Taichung, Taiwan
来源：
2017 IEEE INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT (IEEM) | 2017年
关键词：
Service quality; customer satisfaction; brand loyalty; brand image; PERCEIVED VALUE; PERCEPTIONS; IMPACT; EQUITY; MODEL;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
The objective of this study was to assess the psychological and physiological dimensions of service quality, customer satisfaction, and brand loyalty of Taiwan's Superdry, and to find out whether brand image has a positive moderating effect between service quality and brand loyalty. The findings from the study confirmed that service quality has a positive direct effect on customer satisfaction, as well as customer satisfaction to brand loyalty and service quality to brand loyalty no matter in both psychological and physiological dimension. Moreover, brand image has a positively moderating effect between service quality and brand loyalty.
引用
收藏
页码：2286 / 2290
页数：5
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