English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113648/144635 (79%)
Visitors : 51574367      Online Users : 936
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 >  Item 140.119/10299


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/10299


    Title: Perceived Quality Customer Satisfaction and Loyalty: The Case of Lexus in Taiwan
    Authors: 于卓民;巫立宇;喬友慶;戴興夏
    Yu, Chwo-Ming Joseph;Wu, Lei-yu;Chiao, Yu-Ching;Tai, Hsing-shia
    Keywords: Perceived quality;customer expectation;customer satisfaction;customer complaints;customer loyalty
    Date: 2005-06
    Issue Date: 2008-11-25 10:49:39 (UTC+8)
    Abstract: The purpose of this study is to examine overall customer satisfaction associated with Toyota`s Lexus automobiles in Taiwan by applying Fornell et al.`s (1996) customer satisfaction index (CSI) model. By analysing a set of 320 Taiwanese Lexus owners of more than 7 months, the study uses the structural equation model with LISREL software to show that the perceived quality has a direct effect on overall customer satisfaction, and has an indirect effect on customer complaint-levels and customer loyalty. That is, customer expectations have a direct impact on customer perceived quality; therefore, such expectations have an indirect effect on overall levels of customer satisfaction. Not surprisingly, overall customer satisfaction negatively influences customer complaints and positively influences customer loyalty. Importantly, the study also finds that customer complaints do not have negative impact on customer loyalty. Additionally, the study demonstrates that the CSI model should be modified in the case of Lexus` Taiwanese customers: because the notion of ‘perceived value’ is not present in the existing model, further exploration is required. Finally, the study finds that firms should do their utmost to improve perceived quality, as doing so seems to represent the most effective way of increasing levels of customer satisfaction.
    Relation: Total Quality Management & Business Excellence, 16(6), 707-719
    Data Type: article
    DOI 連結: http://dx.doi.org/10.1080/14783360500077393
    DOI: 10.1080/14783360500077393
    Appears in Collections:[企業管理學系] 期刊論文

    Files in This Item:

    File Description SizeFormat
    707719.pdf127KbAdobe PDF21443View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback