摘要
吸引顾客忠诚是服务企业追求的战略目标。服务质量、顾客满意是顾客忠诚的关键因素。文章基于顾客感知的服务质量,通过我国中高档酒店的实证研究,验证了酒店服务质量、顾客满意与顾客忠诚的因果关系。研究结果表明,酒店服务质量对顾客满意和顾客态度忠诚具有显著的直接影响,而对顾客行为忠诚不存在显著的直接影响。研究得出的结论有待进一步大样本检验。
Attracting customer loyalty is one of strategic targets for service enterprises. Service quality, customer satisfaction are the key determinants of customer loyalty. Based on customers＇ perception of service quality, by empirical research in middle and top grade hotels of China, this paper examines the cause and effect relationship of service quality, customer satisfaction and customer loyalty in hotels. The result shows service quality has a positive and direct influence on customer satisfaction and customers＇ attitudal loyalty, but not on bihavioral loyalty. The conclusion still need to be examined by a lot of sample.
出处
《华东经济管理》
CSSCI
2008年第11期111-116,共6页
East China Economic Management
关键词
顾客感知
服务质量
顾客满意
顾客忠诚
customers＇ perception
service quality
customer satisfaction
customer loyalty
