And these five factors are positive effects on customer loyalty. Second, service quality and customer experience, customer loyalty through customer satisfaction has an indirect impact. And the direct impact on customer loyalty of service quality and customer experience is not obvious. 而且这五个影响因素对顾客忠诚都是正向影响。第二服务质量和顾客体验通过顾客满意对顾客忠诚有间接影响作用,而服务质量和顾客体验对顾客忠诚有直接影响作用不明显。
Other is the initial effect factors including facilities & environment, brand communication, convenience of shopping, product level, service quality of people and customer experience. 服务品牌资产的初始影响因素包括:商店设施/购物环境、外部品牌沟通、购物便利性、产品层面、人员服务质量、顾客因素。
And service quality on customer satisfaction, customer experience impact the path coefficients greater than the impact on customer satisfaction path coefficient. Third, the relationship between trust, customer satisfaction and switching costs mainly on customer loyalty has a direct impact, indirect impact is not obvious. 且服务质量对顾客满意的影响路径系数大于顾客体验对顾客满意的影响路径系数。第三,关系信任、顾客满意和转换成本主要对顾客忠诚有直接影响,间接影响不明显。
The author took a close study and revealed the interconnection between service quality and deliver system of customer experience value. 作者研究了酒店顾客体验价值和酒店服务质量,发现二者具有很强的相关性。
Through these measures to make up for the service quality model five gaps, thus improving customer service experience. 通过这些措施来弥补服务质量模式的五个缺口,进而提升客户的服务体验。