DocumentCode :
3462098
Title :
Model and Empirical Study on Service Quality Affecting Customer Loyalty of Sportswear Brands
Author :
Li, Min ; Liu, Yu ; Zhang, Weiyuan
Author_Institution :
Dept. of Fashion Design & Eng., Donghua Univ., Shanghai
fYear :
2008
fDate :
12-14 Oct. 2008
Firstpage :
1
Lastpage :
4
Abstract :
Based on Structural Equation Modelling (SEM), service quality, customer satisfaction and customer value which are main factors affecting customer loyalty were selected to build a model of service quality affecting customer loyalty and eight hypothesis were put forward in this paper. Demonstration research was given to check the model and hypothesis. The result showed that service quality is the key factor affecting customer loyalty, the second one is customer value, and last is customer satisfaction. It was proved that service quality affects customer loyalty in both direct and indirect ways and direct effect is more than indirect effect. Customer value only affects customer loyalty in direct ways, while customer satisfaction only affects customer loyalty in indirect ways.
Keywords :
customer satisfaction; customer services; sportswear; customer loyalty; customer satisfaction; customer value; service quality; sportswear brands; structural equation modelling; Customer satisfaction; Customer service; Design engineering; Econometrics; Equations; Investments; Joining processes; Numerical analysis;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
Type :
conf
DOI :
10.1109/WiCom.2008.2010
Filename :
4680199
Link To Document :
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