电子产品市场客户忠诚关系维持的因素研究  

Study on Influencing Factors for Customer Loyalty Maintain of Electronic Product Market

作　　者：吴见平[1] 张玲[1] 

机构地区：[1]江苏科技大学经济管理学院,江苏镇江212003

出　　处：《工业工程与管理》2012年第1期91-94,共4页Industrial Engineering and Management

摘　　要：采用结构方程模型(SEM)分析方法对影响工业品市场客户忠诚关系维持的因素进行了研究。调查了我国珠三角地区的电子产品制造企业,并运用SPSS16.0和AMOS17.0软件对数据进行分析。结果表明顾客信任对工业品客户忠诚关系维持的作用最大,它不仅对客户忠诚关系的维持有直接作用,还通过顾客感知价值对客户忠诚关系的维持起到间接作用,顾客感知价值和转换成本对工业品客户忠诚关系的维持也有显著作用。Study the influencing factors for customer loyalty maintain of industrial products market using the analysis method of SEM Data was analyzed using the tools of SPSS16. 0 and AMOS17. 0 which was gained from the investigation of China＇s Pearl River Delta electronic product manufacturing enterprises. The results show that customer trust is the most important factor to customer loyalty maintain,it not only has a direct impact on customer loyalty maintain, but also has a indirect impact on customer loyalty maintain through the customer perceived value. Customer perceived value and switching costs also have a significant impact on customer loyalty maintain.

关 键 词：工业品 客户忠诚关系维持 结构方程模型 

分 类 号：F713[经济管理—产业经济]