| Summary: | 碩士 === 樹德科技大學 === 經營管理研究所 === 101 === ABSTRACT
The significant purpose of this research is to discuss how the service quality influences on customer loyalty through investigating the relationships between service quality, customer satisfaction and customer loyalty by studying the sample of 7-11 convenience store in Taiwan. Meanwhile, the study also examines the extent to which the corporate image moderates the effects that customer service have on customer loyalty. The expected results are to prove service quality has an important and positive influence on customer loyalty. In addition, corporate image also has an important role in such process.
To sum up, the conclusion of the study is hope to give suggestions or recommendations to the businesses that the service providers or convenience stores should focus on service quality as well as its image to increase customer satisfaction which can reinforce the degree of customer loyalty.
Keywords: convenience store, 7-Eleven, service quality, customer loyalty, customer satisfaction, corporate image.
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