SEM-based Customer Loyalty Model : An Empirical Analysis with IT Enabled Financial Industries

Wang Wei; Lu Ke-bin

SEM-based Customer Loyalty Model : An Empirical Analysis with IT Enabled Financial Industries

원문정보

Wang Wei, Lu Ke-bin

보안공학연구지원센터(IJHIT) International Journal of Hybrid Information Technology Vol.9 No.6 2016.06 pp.91-106

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Abstract
1. Introduction
2. Literature Review and Research Design
  2.1. Overview of Service Quality, Customer Satisfaction and Customer Loyalty
  2.2. Research on Variable Relationships
3. Survey and Data Analysis
  3.1. Survey and Data Analysis
  3.2. Analysis of Control Variables
  3.3. Test Results
4. Recommendations and Strategic Analysis
  4.1. Technical Quality-based Financial Service Recommendations
  4.2. Process Quality-based Financial Service Recommendations
Acknowledgments
References

키워드

저자정보

Wang Wei Commercial College, Anhui Xinhua University, Hefei 230088, China, School of Management, University of Science and Technology of China, Hefei 230026, China
Lu Ke-bin Commercial College, Anhui Xinhua University, Hefei 230088, China, School of Management, University of Science and Technology of China, Hefei 230026, China

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