Exploring the Relationship Among Service Quality, Customer Satisfaction and Customer Loyalty: A Case Study of Carrefour Hypermarket

Ping-Kun Hsu () and Elaine Yi Chou ()
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Ping-Kun Hsu: Tainan University of Technology
Elaine Yi Chou: Tainan University of Technology

A chapter in LISS 2014, 2015, pp 1565-1571 from Springer

Abstract: Abstract The purpose of this study is to explore the relationship among service quality, customer satisfaction and customer loyalty for Carrefour Corporation in Taiwan. A questionnaire survey was conducted to fulfill this purpose using a sample of 290 effective questionnaires gathered from customers in five service areas of Carrefour hypermarket at Tainan branch. The analysis of statistics such as hierarchical regression analysis, path analysis and canonical correlation analysis were used to analyze the data. We found that service quality is significantly associated with customer satisfaction. Service quality and customer satisfaction both have a significantly positive effect on customer loyalty. Finally, customer satisfaction mediates the effects of service quality on customer loyalty.

Keywords: Customer loyalty; Customer satisfaction; Service quality (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-43871-8_225

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DOI: 10.1007/978-3-662-43871-8_225

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