A Study on the Relationships among Experiential Value, Customer Satisfaction, and Loyalty: The Example of the iPad and iPad-like Tablets

• Main Authors: Tien-Chun Liang, 梁庭郡
• Other Authors: Shun-Chiao Chang
• Format: Others
• Language: en_US
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/97981249228113520426

碩士 === 國立臺灣科技大學 === 企業管理系 === 100 === This research investigates the characteristics of tablet PC consumers and the key factors in consumers’ purchasing decisions. The aim of the study is to understand the relationships between customers’ experiential value, satisfaction, and loyalty after using tablet PCs. Empirical data are collected by means of a questionnaire survey, which yields 228 valid responses. The empirical results suggest that: (1) the consumer’s return on investment, service excellence and aesthetics values have positively influences on customer satisfaction and their loyalty; (2) consumers’ satisfaction has a positive influence on their loyalty; (3) iPad users are more willing to buy applications which are not free compared to users of iPad-like tablets; and (4) the customer satisfaction and loyalty scores for the iPad are higher than those for iPad-like tablets.