haku: @indexterm consumer satisfaction / yhteensä: 567
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| Tekijä: | Herrmann, A. Huber, F. |
| Otsikko: | Kundenloyalität als Erfolgsdeterminante im Marketing: Ergebnisse einer kausalanalytischen Studie im Automobilsektor. |
| Lehti: | Journal für Betriebswirtschaft
1997 : VOL. 47:1, p. 4-25 |
| Asiasana: | CONSUMER SATISFACTION BRAND LOYALTY MARKETING MANAGEMENT CAR INDUSTRY EMPIRICAL RESEARCH |
| Kieli: | ger |
| Tiivistelmä: | Customer loyalty as a success factor for the marketing management: results of a causalanalytical study in the automotive industry. In many markets the trend to better products, in the sense of customer utility, has effects on the measurement of quality. As the values of the consumers changed, instead of technical defects, the immaterial attrition of a product plays an important role for decreasing satisfaction and loyalty of the customers. The aim of this paper is to uncover the relationships between customer satisfaction, brand loyalty and dealer loyalty. To test and quantify the relationships we conduct an empirical study in the automotive industry. For analyzing the data we used the LISREL approach. |
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