Study on the Relationships among Involvement,Regret,Customer Satisfaction and Customer Lifetime Value-based on the Example of Health Examination Center

• Main Authors: Peng,Yi-Hsuan, 彭薏亘
• Other Authors: Lai,Ming-Cheng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/25568834780198512921

碩士 === 國立臺北商業技術學院 === 商學研究所 === 98 === Because of the rapidly changing market environment and consumer values change, the enterprises under the 80/20 rule, profitability of different customers with different marketing budget and marketing strategy with a view to allow the limited resources to create the greatest benefits. Therefore, the understanding and analysis of customer lifetime value has become the key factor in an important business issue. However, high customer satisfaction, whether it can really enhance the customer lifetime value and profitability of enterprises? What factors will affect the high satisfaction of customers re-purchase intention and customer lifetime value? This is precisely the purpose of this study was to explore. The results of empirical studies, hoping to help companies with the best marketing strategy that will improve customer satisfaction and to improve customer lifetime value. The study aims to probe the linkage between involvement, service quality, brand trust, regret, customer satisfaction, and customer lifetime value. Subjects of the study are in a Physical Eamination Center Taipei city, selected by convenience sampling. 406 copies of questionnaires were issued and 354 copies of responses were received, for 87％ of response rate. The collected data were subject to the process of analysis, verification, research, and presumption using LISREL8.54(Linear Structural) model as the verification tool. Major findings of the study are listed below： 1.The establishment of linkage model consisting of six dimensions and evaluation indicators and the setup of a complete linkage model covering involvement, service quality, brand trust, regret, customer satisfaction, and customer lifetime value via the use of LISREL model as the verification tool. 2.Key factors affecting customer's satisfaction are evaluation of involvement, service quality, brand trust,regret. 3.Key factors affecting customer lifetime value are regret and customer satisfaction.