Case Study of Moderating Effect of Customer Characteristics on the Relationship Among Service Quality, Customer Satisfaction and Customer Loyalty
Huang Chi-Wen, Lin Chin-Chiuan
Available Online 29 June 2020.
- https://doi.org/10.2991/aebmr.k.200626.004How to use a DOI?
- Customer characteristics, Service quality, Customer satisfaction, Customer loyalty
- The laser-cutting machine in line with the current manufacturing trend, small amount of diversification, elimination of the cost of molds, capability to finish the products through software, can reduce the processing time and with high quality. The case company is an agent of spare parts and laser-cutting machine which are imported from well-known brands in the United States, Germany and Japan. In general, most of the procurement of spare-parts needs through the original equipment manufacturers. However, changes in the ecological environment make the customers have to find cheaper spare parts and better service quality that can reduce costs and enhance competitiveness. Therefore, the case company tried to investigate the relationship among service quality, customer satisfaction and customer loyalty of the spare parts of laser-cutting machine. Results show that service quality significantly affected customer satisfaction and customer loyalty. Furthermore, customer satisfaction also significantly affected customer loyalty.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Huang Chi-Wen AU - Lin Chin-Chiuan PY - 2020 DA - 2020/06/29 TI - Case Study of Moderating Effect of Customer Characteristics on the Relationship Among Service Quality, Customer Satisfaction and Customer Loyalty BT - 8th International Conference of Entrepreneurship and Business Management Untar (ICEBM 2019) PB - Atlantis Press SP - 19 EP - 24 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200626.004 DO - https://doi.org/10.2991/aebmr.k.200626.004 ID - Chi-Wen2020 ER -