Lim, Ee Hui
(2004)
Perception Of Service Quality, Value, And
Satisfaction In Determining Customer Loyalty:
A Study In 5-Star Hotels In Penang.
Masters thesis, Universiti Sains Malaysia.
Abstract
Kepuasan pelanggan senng dianggapkan sebagai penentuan utama dalam
penyelidikan tentang kesetiaan pelanggan. Bagaimanapun, bukti empirikal
mengenai hubungan antara kesetiaan dan kepuasan pelanggan masih kabur.
Dalam penyelikan ini kesetiaan pelanggan diaplikasikan dalam sektor. perkhidmatan dengan menggunakan model ACSI (American Customer
Satisfaction Index). Salah satu sumbangan kepada struktur persamaan model ini
ialah penyelipan persepsi nilai sebagai satu faktor sampingan dalam penentuan
kesetiaan pelanggan.
In research on customer loyalty in services, satisfaction has often been
mentioned as an important determinant. However, empirical evidence concerning
the relationship between loyalty and satisfaction has remained unclear. This
research develops a general service sector of customer loyalty from the model of
ACSI (American Customer Satisfaction Index). A key contribution to the structural
equation model is the incorporation of perception of value into an integrated of
customer loyalty.
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