A study of correlation between service quality, customer satisfaction and customer loyalty of supermarket chain stores: The moderating effects of trust and relationship inertia

• Main Authors: Yang, Kai-Fu, 楊凱富
• Other Authors: Chao, Chih-Yang
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/263wp6

博士 === 國立彰化師範大學 === 工業教育與技術學系 === 102 === Service quality has become a major concern for retail business. This study presents the influence between service quality of fresh supermarket chain store on customer satisfaction and customer loyalty by concurrently including trust and relationship inertia as moderators and showing the correlation among these variables. The study adopted descriptive statistics, regression, and importance-performance analysis to verify the assumptions. Based on the data collected from customers with the leading supermarket company in Taichung, the study results found that service quality were positively correlated to customer satisfaction and customer loyalty. Meanwhile, the finding also showed that customer satisfaction were positively correlated to customer loyalty. The results verified the moderating effect of trust and relationship inertia in this study.