NDLI: Does customer satisfaction affect the quality, trust — Loyalty links in the marketing channel context?

Content Provider	IEEE Xplore Digital Library
Author	Yung-Hsin Chen Shuo-Chang Tsai Ya-Wen Yu Ying-Ying Wang Sheng-Hsiung Hsu
Copyright Year	2009
Description	Author affiliation: Department of Business Administration, National Yunlin University of Science and Technology, Taiwan (Ying-Ying Wang) \|\| Department of Business Administration, Asia University, Taichung, Taiwan (Yung-Hsin Chen; Shuo-Chang Tsai; Ya-Wen Yu; Sheng-Hsiung Hsu)
Abstract	Marketing channel as the downstream end of a supply chain plays a crucial role in generating cash flow and meeting the demands of customers. The extant body of literature postulates that antecedent-consequence links that customer perceived value and service quality foster customer loyalty, leading to long term profitability. Nowadays, given the proliferation of global hypermarket organizations and their adapting retail positioning strategy, it is worthwhile to re-examine the validity of those postulations. This study conducts an empirical study on the customer perception of quality of product/service toward a multinational chained hypermarket store in Taiwan. The objective is to test the established theory in the domain of SCM by constructing the hypotheses based on the extant literature and allowing a structure equation modeling (SEM) for path analysis. The contingency theory in organization behavior explains the findings that are seemingly contradictory to the well-accepted paradigms. The outcome provides an insight into how hypermarket retailers should make improvement in customer satisfaction to reinforce customer loyalty while executing the ‘low-price, low-service’ marketing strategy.
Starting Page	1563
Ending Page	1567
File Size	667043
Page Count	5
File Format	PDF
ISBN	9781424448692
DOI	10.1109/IEEM.2009.5373098
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2009-12-08
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	trust Supply chain management Industrial relations Profitability Supply chains loyalty contingency theory Equations Numerical analysis customer satisfaction Customer satisfaction Asia Contingency management Channel management Testing
Content Type	Text
Resource Type	Article

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