Proceedings of the 8th International Conference on Entrepreneurship and Business Management (ICEBM 2019) UNTAR

Case Study of Moderating Effect of Customer Characteristics on the Relationship Among Service Quality, Customer Satisfaction and Customer Loyalty

Authors
Huang Chi-Wen, Lin Chin-Chiuan
Corresponding Author
Lin Chin-Chiuan
Available Online 29 June 2020.
DOI
https://doi.org/10.2991/aebmr.k.200626.004How to use a DOI?
Keywords
Customer characteristics, Service quality, Customer satisfaction, Customer loyalty
Abstract
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.
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Proceedings
8th International Conference of Entrepreneurship and Business Management Untar (ICEBM 2019)
Part of series
Advances in Economics, Business and Management Research
Publication Date
29 June 2020
ISBN
978-94-6252-980-9
ISSN
2352-5428
DOI
https://doi.org/10.2991/aebmr.k.200626.004How to use a DOI?
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  -