The effect of customer value, customer satisfaction, and switching costs on customer loyalty: An empirical study of hypermarkets in Taiwan

Ming Tien Tsai, Chung Lin Tsai, Han Chao Chang

研究成果: Article同行評審

40 引文 斯高帕斯(Scopus)

摘要

Hypermarkets play an increasingly important role in the retail industry in Taiwan. In this study hypermarket customers in Taiwan were surveyed, using switching costs as a variable, to explore the relationship between customer value, customer satisfaction, and customer loyalty. The results indicate that a customer with a more positive perception of the value of products/services has a more positive evaluation of the hypermarket, greater satisfaction, and loyalty. Greater satisfaction combined with greater concern over nonmonetary switching costs also increases customer loyalty to the hypermarket. These findings may help hypermarket operators to develop their businesses further in Taiwan's competitive retail sector.

原文English
頁(從 - 到)729-740
頁數12
期刊Social Behavior and Personality
38
發行號6
DOIs
出版狀態Published - 2010

All Science Journal Classification (ASJC) codes

  • 社會心理學

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