A Study on the Relationships among Body Sensory Experience, Customer Satisfaction and Customer Loyalty-Beauty SPA Center as an Example

Mei-Pei Kuo1 and Yu-Min Chen
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Mei-Pei Kuo1: Tatung Institute of Technology, Taiwan
Yu-Min Chen: Nanhua University, Taiwan

International Journal of Business and Administrative Studies, 2015, vol. 1, issue 2, 61-67

Abstract: The purpose of this study is to explore influential factors of SPA center customer loyalty. Sample data of consumers of SPA shops are collected by way of non-random sampling method to facilitate questionnaires. 232 out of 265 questionnaires are received, in which 31 questionnaires are invalid such that 201 questionnaires are valid, and the effective response rate is 75.8%. The results obtained are listed as follows: 1) Sensory experience has a significantly positive impact on customer satisfaction and customer loyalty respectively. 2) Customer satisfaction has a significantly positive impact on customer loyalty. 3) Customer satisfaction has a significant mediation effect on the relationships between sensory experience and customer loyalty.

Keywords: Sensory Experience,; Customer Satisfaction; Customer Loyalty (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:apa:ijbaas:2015:p:61-67

DOI: 10.20469/ijbas.1.10003-2

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