Perceived quality, customer satisfaction, and customer loyalty : (Record no. 15610)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02272naa a2200277uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 6041714032521 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211161037.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 060417s2006 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | YU, Chwo-ming Joseph |
| 9 (RLIN) | 24657 |
| 245 10 - TITLE STATEMENT | |
| Title | Perceived quality, customer satisfaction, and customer loyalty : |
| Remainder of title | the case of lexus in Taiwan |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | August 2005 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The purpose of this study is to examine overall customer satisfaction associated with Toyota's Lexus automobiles in Taiwan by applying Fornell et al.'s (1996) customer satisfaction index (CSI) model. By analysing a set of 320 Taiwanese Lexus owners of more than 7 months, the study uses the structural equation model with LISREL software to show that the perceived quality has a direct effect on overall customer satisfaction, and has an indirect effect on customer complaint-levels and customer loyalty. That is, customer expectations have a direct impact on customer perceived quality; therefore, such expectations have an indirect effect on overall levels of customer satisfaction. Not surprisingly, overall customer satisfaction negatively influences customer complaints and positively influences customer loyalty. Importantly, the study also finds that customer complaints do not have negative impact on customer loyalty. Additionally, the study demonstrates that the CSI model should be modified in the case of Lexus' Taiwanese customers: because the notion of perceived value is not present in the existing model, further exploration is required. Finally, the study finds that firms should do their utmost to improve perceived quality, as doing so seems to represent the most effective way of increasing levels of customer satisfaction. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Qualidade Percebida |
| 9 (RLIN) | 24658 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Expectativa do Cliente |
| 9 (RLIN) | 24659 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação |
| 9 (RLIN) | 12706 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Reclamação do Cliente |
| 9 (RLIN) | 24660 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Lealdade do Cliente |
| 9 (RLIN) | 24661 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | WU, Lei-yu |
| 9 (RLIN) | 24662 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CHIAO, Yu-ching |
| 9 (RLIN) | 24663 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | TAI, Hsing-shia |
| 9 (RLIN) | 24664 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 16, 6, p. 707 - 719 |
| Place, publisher, and date of publication | UK : Routledge, August 2005 |
| International Standard Serial Number | ISSN 1478-3363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20060417 |
| Operator's initials, OID (RLIN) | 1403^b |
| Cataloger's initials, CIN (RLIN) | Natália |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20130910 |
| Operator's initials, OID (RLIN) | 1039^b |
| Cataloger's initials, CIN (RLIN) | karina |
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