Information Entertainment Industry Service Quality on Customer Satisfaction and Loyalty of the Causal Model

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题名:	Information Entertainment Industry Service Quality on Customer Satisfaction and Loyalty of the Causal Model
作者:	YU - PING HSIEH
贡献者:	Department of Business Administration
关键词:	Information Entertainment Industry;Service Quality;Exploratory Factor Analysis;Confirmatory Factor Analysis
日期:	2010
上传时间:	2010-11-04 09:20:01 (UTC+0)
出版者:	Asia University
摘要:	A procedure is The internet Cafe( Cybers cafe) is an Information Entertainment Industry which combines applications of internet, virtual imaging of online game, and food & beverage services.By questionnaire survey and via Exploratory Factor Analysis(EFA) and Confirmatory Factory Analysis(CFA), this study constructs six major aspects of key factors in service quality of Information Entertainment Industry, they include "The device of Software & hardware", "promotion and discount," " quality of equipment ", " security and sanitation ", " friendly reliability" and "service convenience ".Then via the development of service quality scale, continue to study the relation between consumer behavior satisfaction and loyalty.Via structural equation model, the data of questionnaire survey in this study, we found the service of Information Entertainment Industry will both effect customer satisfaction and loyalty, moreover service quality will also effect customer loyalty through intervening variables customer satisfaction. Therefore, from the operating point to see, first of all the owner should be understand the voice from customer, then by raising service quality to improve customer satisfaction and return willingness, and then create business profit.
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