餐饮团购服务质量与顾客忠诚的关系分析-(6260)

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1、浙江大学硕士学位论文摘要V浙江大学硕士学位论文AbstractGroup—buyingisakindofemergingbusinessmodel，whichgathersacertaingroupofcustomersviatheInternet，toformtheadvantagesbasedonbulkpurchase，tonegotiatewithmaerchantsandtogainabigcommoditypriceconcession．Thefirstgroup—buyingwebsitewasborninNovember2008，inth

2、eUnitedStates，thenincreasinglybecamepopularallaroundtheworld．Withinthisnewsituation，thetraditionalcateringindustrydecidestocollaboratewiththenetworktogivebirthtoanewmarketsegment—cateringgroup—buying．However，asthecompetitionofcateringgroup—buyingbecomesfierceincreasingly，serviceq

3、ualitydefectsarealSOgrowingThetotalqualityofcateringgroup-buyingservicehasdeclinedSOmuchandthecreditofwebsitelowerthanexpection，whichresultinalotofcustomersarenotwillingtopatronagethecateringenterprisesagain．ThisgreatlYgoesagainsttheprimarygoaloftheenterprisestochoosethenetworkgr

4、oup-buyingasamarkett001．ThisstudyaimstOexploretherelationshipsamongservicequality，customersatisfactionandcostomerloyaltyincateringgroup—buyingindustw．Thestudydividesthesercivequalityintotwoparts——cateringenterpriseservicequalit>'andgroup。buyingwebsitee—servicequality．Bothofthemwi

5、llaffectcateringcustomerloyaltydirectlyorindirectlythroughcustomersatisfaction．Firstly．1iteraturereviewspresentrelatedresearchresultsofservicequality，customersatisfactionandcustomerloyalty．Thisstudyproposedaconcepturalstudymodelandresearchhypothesis．Secondly，onthebasisofmaturitys

6、caleofservicequalityandexpertinterviews，thisstud},revisedquestionnaireandcompletedatacollection。UsingSPSSl8．0andAMOS17．0softwarejalltheresearchhypothesesaretestified．Thefollowingfourmainresearchconclusionsinclude：(!)cateringenterpriseservicequalityisstructuredby4fiactors，tangibil

7、ity．reliability．differences，andinteractivity；Group．buyingwebsitee—qualityisstl’ucturedby3factors．websitedesign．securit3，andCUStOmerservice．②thetangibility．interactivit3，．websitedesignandcustomerservicecansignificantlypositivelyinfluenceoncustomersatisfaction．③Thetangibilit)t．Vint

8、eractivity：andcustomerservicearenodirect